customer_support · energy · workflow
Uniti builds a full-service chatbot with Botpress to autonomously resolve customer issues
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer submits request
Customers submit service requests through the chatbot.
Tools used
BotpressMotion.AI
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.
What failed first
Uniti's previous chatbot solution (Motion.AI, now HubSpot) could not support the expanded capabilities and integration depth they required.
Results
VolumeEfficiently handles increases in customer request volume
Grounding & classification
Source type: vendor customer story
16 fields verified against source quotes.
chatbotconversational aichat transcriptnamed customertools describedworkflow describedtelecomcustomer satisfactionthroughput increasevendor customer storycustomer supportautonomous resolution