How Uniti improved customer service by switching chatbot platforms

Reinforcing competitive advantage by expanding customer service

Uniti (formally Windstream) implemented Botpress to create a better quality chatbot than the previous solution they used. Botpress was not only able to broaden Uniti's customer success capabilities, but it also seamlessly integrated with Uniti's existing systems and processes.

Using Botpress, Uniti was empowered to build a full-service chatbot that could not only answer questions but also resolve issues at a record pace. For example, customers could change their appointment dates or troubleshoot problems with their broadband service. The ability to quickly integrate with existing systems and technologies was a key component to creating fluid, quality conversational experiences.

Handling customer requests at scale

Uniti faces a large volume of customer requests every day. They were looking into ways to continue differentiating themselves from the competition with better customer service.

Uniti’s customer service function is typical for a company dealing with a large volume of customer requests: it’s comprised of a team of live agents, a self-service portal, and a call center. Following a successful chatbot project with Motion.AI (now HubSpot), the IT team in charge of the project wanted to expand the chatbot’s capabilities.

To do so, they needed a platform that could be customized and integrated with their internal system – Botpress checked all of those boxes. With Botpress’ capabilities in mind, Uniti’s vision expanded to build a chatbot experience that differentiated itself from the crowd and reinforced Uniti's competitive advantage.

Building high-quality digital assistants

Botpress’s versatile features and intuitive interface allowed the Uniti team to create a better quality chatbot than their previous chatbot solution.

Botpress’s platform was easy to navigate and provided an intuitive experience. Of Uniti's favorite features were the hooks, the Emulator, and the Event Debugger. Hooks are incredibly versatile and give a wide range of implementation options since they are left open. The Emulator and Event Debugger proved to be excellent for troubleshooting AI chatbots and fixing issues quickly without having to leave the Studio.

As with Uniti, Botpress provides a flexible and robust natural language foundation for companies that want to utilize in-house talent to maximize conversational experiences.