The AI chatbot we taught a corporate tone of communication for fitness centers
/ Introduction /
A Czech fitness center operator Form Factory prides itself on authentic and timely communication with customers. But the company sometimes deals with thousands of enquiries every day and has discovered that inefficient responses risk lower customer satisfaction.
Project in a nutshell
Implementation period: 2023–2024
Time required: 350 MD
Services provided:
Form Factory s.r.o.
The Czech company Form Factory runs a network of fitness centres across the Czech Republic. It enables its customers to choose from a wide range of physical activities, including group exercise, personal training and wellness. The fitness centres are equipped with the latest fitness and cardio machines.
Unreliable service quality due to uncertain communication
At Form Factory, we strive to provide the highest quality of customer service by providing accurate, timely and authentic responses to customer inquiries. But employees face up to thousands of queries every day. The company handled frequently asked questions, which were a minority of conversations, through the ManyChat chatbot.
Nonetheless, most of Form Factory's queries were answered manually, sometimes the customer had to physically come into the branch and in some places were not served at all. Even though this process required a lot of time and work, the quality, timeliness and authenticity of the responses were not good enough, hence there was a risk of reduced customer satisfaction.
The correct answers according to web and document data
We designed a bespoke AI chatbot with an administrative interface that can answer queries generically, correctly and instantly. It retrieves data automatically from websites, PDF documents and customised external systems, and it works solely with this data.
Responds in a corporate tone, and in any language. It can be implemented through Google Tag Manager into an unlimited number of sites. The tracking, setup, contact and conversation management is performed in the implemented administrative application.
Chatbot is able to:
- Have conversations related to previous messages
- Change between AI and physical operator
- Gather feedback from a chatbot
- Manage membership
- Process payments
- Connect other integrations easily
Used technologies
Selecting the proper context and communication tone
Selecting the proper context and communication tone There were several challenges that arose when creating the chatbot. Especially difficult was the automating data collection for responses from different sources, identifying content related to the query, or learning the tone of the communication.
Much effort was also devoted to ensuring that the chatbot could maintain the context of the conversation at all times. Ultimately, we needed to custom integrate other systems and ensure the maximum level of automation.
Happier long-term customers
Now that Form Factory is able to respond more effectively to customer queries, the quality of customer service is improved. The Chatbot is responding with 70-80% accuracy, instantly and in a corporate tone.
This enables employees to give a more personal touch to customers, who receive information more easily and naturally. Additionally, the chatbot automatically learns qualitatively from past conversations with individuals so that it can respond even better to long-term clients in the future. The scalable nature of the solution enables easy implementation into new branches, both locally and abroad.
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