Surdi Info Service is an organization dedicated to providing information to people affected by deafness, whether directly or indirectly. The communications team therefore asked itself the following question: how can we deliver reliable information, 24/7, wherever we are in the country? And as a bonus: at a lower cost. As searching for information on a website is not always intuitive, the center decided to equip itself with a chatbot to help web users find the information they need with just one click. Also, whereas a classic live chat is subject to human nature (more or less long nights), a chatbot never sleeps and enables users to get an answer to their questions at any time, even in the middle of the night. Pauline Descours, Communications Manager, and her team at the Centre national d’information sur la surdité (National Centre for Information on Deafness) agreed to talk to us about their work with the chatbot. We salute the social purpose of this operation!
Introduce yourself and your organization
We are the Centre national d’information sur la surdité – Surdi Info Service. Our aim is to enable anyone affected by deafness (parents, family, friends, professionals, etc.) to access reliable, neutral information wherever they are in the country, via our website and our listening and information hotlines (general and psychological) by e-mail, telephone, SMS, chat and video.
What issues did you face before launching your chatbots? How did you come to the conclusion that a chatbot would meet these needs?
We provide people with personalized, one-to-one information via our website and our call centers during opening hours. To ensure a 24-hour response, CNIS – Surdi Info Service has decided to set up a chatbot.
Why choose Botnation?
We chose the Botnation solution because it seemed to match our search criteria. The availability and expertise of the Botnation teams is a great advantage.
How do you build chatbots? What is the creation process?
We worked on the “path” of our chatbot as a team. Our aim is to make it easier for our users to find information on our website. Initially, we worked on directing users to the most sought-after topics.
Have you been able to measure results?
The statistics we receive from the sculpter provide us with information on user searches, enabling us to work on improving the content of our site, as well as on the “path” taken by our users.
Would you have any advice for a company that also wants to launch a chatbot?
A chatbot evolves and is built step by step. So don’t start out with the idea that the first draft of your chatbot will be definitive. Taking the time to work on your chatbot’s “path” will enable you to best meet your users’ expectations.
