Sky | Case Study | Assist Digital

The Sky Chatbot is available on the website and app. It provides information about packages and technologies, promotions and Sky's extra loyalty program. SkiptocontentSkySkyaskedustocreateavirtualassistantthatoffersinformationandtechnicalassistanceinvarioussectionsoftheSkywebsiteandwithinthecustomerapp,basedonNaturalLanguageRecognition.HomeCasestudiesSkyThechallengeSky’smainobjectivewastoreducecallstotheirCustomerOperationcentres.Thismeantthevirtualassistantshouldbeableto:tellclientsaboutSky’swideandevolvingcommercialoffer,facilitatetheUserExperienceacrossthewebsiteandmobileapp,helpcustomerssolvetheirtechnicalissuesthroughtroubleshooting,andensurehighquality,selfserviceCustomerCare.ServicesprovidedDataDrivenConsultingAIandAutomationTechnologyServicesOurapproachDataDrivenDesignandMachineLearningToensureahighqualityunderstandingoftheChatbot,ourConversationalDesigners,KnowledgeEngineersandAIdevelopersoptimiseandevolveitaccordingtoSkycustomerrequests,interactionsandratings.Eachday,awealthofanonymousdataiscapturedandanalysed.ThishelpsusimproveChatbotresponses,increaselanguagecomprehensionandtheknowledgebase,provideclearerconversationpaths,andaddrelevantcontenttosupportandinformcustomers.OutcomeAhandyChatbotTheSkyChatbotisavailableonthewebsiteandapp.Itprovidesinformationaboutpackagesandtechnologies,promotionsandSky’sextraloyaltyprogram.Userscanaskforfurtherinformationorseektechnicalassistanceonservices,onappssuchasSkyGo,ondecoders,orfindouthowtomakethebestuseoftheirprivateareaandtheonairTVguide.ResultsAwardwinningChatbotTheChatbotwasawardedintheAI&ChatbotCustomerServicecategoryoftheCMMCawards.It’scharacterisedbythebreadthoftheknowledgebase,whichisconstantlyevolvingtomanageawiderrangeofcustomerrequests.MoreworkAllCaseStudiesHeraGroupDesignTechnologyBTicinoDesignTechnologyAllCaseStudiesGetintouchBecomeournexthappyclient.OpensinanewwindowContactusThissiteusescookiesandothertrackingtechnologiestoassistwithnavigationandyourabilitytoprovidefeedback,analyseyouruseofourproductsandservices,assistwithourpromotionalandmarketingeffortsandprovidecontentfromthirdparties.CookiepolicyContinue