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How Visma implemented a chatbot that nearly doubled the goal

Robotic AI is vital for good customer experiences. Hear from Digital Learning project owner Oliver Sogn on how Visma is building robotic AI chatbots that help customers, while avoiding pitfalls along the way.

Colleagues sit talking at their desks next to a large window overlooking a city.

In this blog post, I’ll give a brief overview of how our organisation gives our customers the best possible experience in our in-app software through digitalisation platforms and robotic AI.

But first, a little about me. I received a Bachelor degree in finance from the University of Florida in 2021. While studying, I was also working at Visma – first as a Summer Intern, then as a Junior Customer Consultant and finally as a Digital Consultant.

I now work as the Project Owner for in-app learning in the Digital Learning Universe at Visma Software AS. My responsibilities are to create strategies for successful implementations of in-app help platforms, and to give our customers the best possible experience of our in-app software.

Why chatbots?

Now more than ever, technology involving robotic help and artificial intelligence is vital to creating successful customer experiences. Chat robots are one such technology; not only do they enhance the customer experience but they can also help businesses reach their sales goals.

We decided to implement a chatbot that could take care of all of our customers’ simple questions, which are often quick and repetitive that an AI bot can easily handle. This would in turn give our agents and consultants more time for the more advanced aspects of customer service.

Another great advantage of implementing this AI bot is that it serves our customers 24/7, which is a really nice asset to have in the toolbox.

Also read: Garbage in, Gospel Out – The Unrealistic Expectations of AI

Bots need strategies, too

What makes a successful bot? It’s important to have a strategy with a framework that guides how people should work together. Our strategy has five core aspects:

  • Dedicated Resources → Have dedicated product experts that continuously update the content for their chatbot.
  • Content creation → Create content based on customers’ needs and questions.
  • Quality of content → Quality-check the content we produce to ensure it’s continually relevant and answers our customers’ questions.
  • Growth → Find new functionalities to improve the quality of the bot.
  • Goal → Set a goal for our chatbot. In our case, we wanted the bot to solve around 20% of all enquiries.

After implementing the chatbot, we’ve seen that it has addressed nearly double our goal – around 38% of all enquiries! This has benefited both our customers and our support agents.

WalkMe walks you through tasks

Another tool using robotic AI is WalkMe, a digital adoption platform that guides our customers step by step through simple tasks in the software. These are often daily but important tasks, such as how to run a payroll or how to complete an invoice. Users can also receive important information through pop-ups/shout-outs. And, we have created buttons to highlight certain functionalities that might be unclear and hard to understand for customers.

Through WalkMe, we exposed step-by-step guides to more than 50,000 users last year, and 30% of them are using this tool monthly to get up-to-date help on their daily tasks. This year, we expect that more than 75% of our customers will in some way engage with WalkMe.

Learn more

I talk about these projects and more in a TechTalk I recorded for the Visma TechZone. Check it out!

Watch the TechTalk

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