Dynamic Singapore communications company drives 50% reduction in email traffic following deployment of flexAnswer chatbot solution

M1 is Singapore’s most vibrant and dynamic communications company, providing mobile and fixed services to over two million customers. M1 believes that providing an easy and personalised journey experience is core to strengthening its customer relationships, and is committed to simplifying and reducing friction at every point of the customer journey.

The Challenge

M1 was keen to extend its digital service offering with a virtual assistant chatbot solution to provide its customers with a high quality, conversational interface to help simplify online customer journeys.

The Solution

M1 selected the virtual assistant platform from flexAnswer Solutions – part of Sabio Group – to support the development of its Ask Mindy chatbot solution.

The Results

Deploying flexAnswer’s chatbot technology has enabled the Ask Mindy service to drive significant channel shift for M1, with results including:

• A 50% drop in email interactions into the M1 contact centre
• Sustained growth in Ask Mindy knowledge base, now supporting over 3,000 Q&As – up from initial 200-300 level
• Freeing up expert contact centre agents to handle more complex account-related customer interactions