Customer support · Production

Uniti builds a full-service chatbot with Botpress to autonomously resolve customer issues

The problem

Uniti faced a large daily volume of customer requests and wanted to expand beyond the capabilities of their previous chatbot solution, seeking a customizable platform that could integrate with internal systems and differentiate their customer service.

First attempt

Uniti's previous chatbot solution (Motion.AI, now HubSpot) could not support the expanded capabilities and integration depth they required.

Workflow diagram · grounded in source

Customer submits request

trigger

“Uniti faces a large volume of customer requests every day”

Natural language understanding

ai_action

“Botpress provides a flexible and robust natural language foundation for companies that want to utilize in-house talent to maximize conversational experiences”

Autonomous issue resolution

ai_action

“build a full-service chatbot that could not only answer questions but also resolve issues at a record pace”

Integration with existing systems

integration

“it also seamlessly integrated with Uniti's existing systems and processes”

Self-service resolution delivered

output

“customers could change their appointment dates or troubleshoot problems with their broadband service”

Reported outcome

Botpress enabled Uniti to build a full-service chatbot that autonomously resolves issues, integrates with existing systems, and handles increased customer request volume, including self-service for appointment changes and broadband troubleshooting.

Reported metrics

Issue resolution paceresolve issues at a record pace

Customer request volume handlingEfficiently handles increases in customer request volume

Autonomous issue resolutionautonomously resolves issues

Reported stack

BotpressMotion.AI

Source

https://botpress.com/customers/windstream

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Botpress enabled Uniti to build a full-service chatbot that autonomously resolves issues, integrates with existing systems, and handles increased customer request volume, including self-service for appointment changes…

What tools did this team use?

Botpress, Motion.AI.

What results were reported?

Issue resolution pace: resolve issues at a record pace; Customer request volume handling: Efficiently handles increases in customer request volume; Autonomous issue resolution: autonomously resolves issues (source-reported, not independently verified).

What failed first in this deployment?