Hi, we have recently completed a project – a Telegram bot for an Internet service provider. We were approached by a company that wanted to create a chatbot but was afraid that their subscribers would not use it. We had an open discussion about all the advantages and possible disadvantages of bots compared to mobile applications, and then shared our experience of implementing projects where partners successfully used chatbots.
The key task of the client company was to promptly notify about:
- Accidents, Internet outages
- Scheduled maintenance work
- Corporate news, promotions
In addition, it should be possible to send messages according to categories:
- By settlement
- By street name
- By house number
- By tariff plan
All of this required integration with the Internet provider's billing system. To avoid cyber fraud, subscriber registration in the robot had to include SMS authorization and subscriber phone numbers.
One of the important tasks of the chatbot was to relieve technical support. Accordingly, we created a separate logic for contacting tech support, as well as complaints that were sent to a group where only management was concentrated.
The ordering of services was realized in one click of a button, however, if there were additional questions, a customer service representative contacted the subscriber. The client did not have to call specifically, listen to dial tones to provide their contract or account number, or say that they wanted to order the service. The technical support team did the same – they didn't have to take any extra steps.
When the chatbot was created for an Internet provider, an important functionality was the ability to pay for Internet services. The robot was able to pay for the provider's services via LIQPAY and scratch cards, with an advance reminder that the balance was running low. The client could also use a credit for services.
Later, it became necessary to implement multiple accounts for one ISP subscriber, since several connections to the Internet provider could be registered for the same individual. It was necessary to revise the entire project logic and database structure.
After the project was completed, the internet provider was satisfied. And the fears that consumers of Internet services would not use the Telegram bot because it was a new messenger and many people were simply unfamiliar with it at the time were fortunately not justified. Prior to the launch, we conducted a campaign to inform subscribers about the new interaction tool and all the benefits of using it. As a result, it led to positive statistics – 70% of customers learned to solve their issues using the algorithm!