Faster responses and increased product inquiries
Minimal live agent intervention amid high message volume
Early deployment and adoption leveraging Stratpoint’s existing AI solution
Multi-platform engagement that allows specialized communication streams
Summary
A leading motorcycle manufacturer has transformed how they connect with customers by partnering with Stratpoint to deploy two AI-powered chatbots: ChaMi on Facebook provides 24/7 after-sales support, while ChatTy on the company’s loyalty program app and website handles loyalty and marketing engagement. Together, they have enabled faster customer responses, increased product inquiries, and provided a scalable foundation for future digital initiatives.
Challenges
The company relied on manual channels for customer communication. This created several key pain points:
- Service inquiries on Facebook were often delayed due to high message volume and limited working hours.
- Loyalty program engagement was constrained, as customers rarely used the hotline and preferred quick chat interactions.
- The marketing team faced a growing volume of inquiries, making it challenging to manage them at scale while ensuring timely responses.
The company required a solution that could provide round-the-clock automated support, reduce dependency on manual messaging, and maintain direct customer relationships.
Solutions
- ChaMi An AI-powered chatbot integrated into Facebook Messenger to handle service inquiries, preventative maintenance scheduling, and breakdown assistance. It delivers instant, menu-driven responses, escalates to live agents during office hours, and tracks engagement and lead forms via an integrated portal with analytics.
- ChatTy An LLM-based chatbot and admin portal integrated into the company’s loyalty app and website. Built on Stratpoint’s existing platform, it launched in under three months. Features include 24/7 AI-powered query handling, a live agent inbox with lead capture, knowledge management, integrated analytics, and feedback tools, providing a direct communication channel.
The company considered both local and foreign tech partners. Choosing a foreign vendor would have meant managing multiple teams across time zones, setting up FAQs manually, and navigating potential language barriers. Stratpoint’s local presence and technical expertise proved to be a significant advantage.
- Local presence and direct communication: Easy alignment with the company without language barriers or multiple team handoffs.
- Product readiness: Stratpoint had a working chatbot solution, which significantly reduced development time.
- Guided design thinking: Stratpoint helped organize and refine the company’s initial unstructured FAQ list into an effective knowledge base, ensuring higher AI accuracy and a more successful launch.
The company now maintains continuous, multi-platform customer engagement, meeting customers where they are, whether on social media or in-app, while building stronger, direct relationships for the long term.
Technolgies Used
