Case Study Survey Says: Chatbots are a Hit at the Telekom

Survey Says: Chatbots are a Hit at the Telekom

The largest telecom in Germany got chatbots right. They created a bot with its own unique personality to conduct automated customer satisfaction surveys across all channels. With a carefully defined use-case and rule-based interactions and escalation points, they saw:

  • A 35% increase in customer feedback rates
  • 5,000+ responses in the first few months
  • 75% acceptance rate among customers