How Zenyum crafted a winning omnichannel strategy for CX with Yellow.ai

Founded

2018

Website

www.zenyum.com/sg-en

Channels

Website, Facebook, WhatsApp, Instagram

Use Cases

Customer Support

Challenge

Solution

Impact

Challenge

Catering to large volumes of customers across multiple locations through different channels

Zenyum is unique in the Healthcare Tech space in Southeast Asia. As an aggressively growing start-up, Zenyum’s web platform sees traffic of over 50,000 users every month. They wanted to channelise this traffic to be handled by a virtual assistant that could support customers and resolve queries.

Solution: The Zenyum bot

Omnichannel strategy

In order to build a true omnichannel support system and to deliver a connected experience across all human interactions in real-time, across channels and at scale, the AI agent was taken live on their official website, Facebook Messenger, Instagram and WhatsApp.

Personalization at scale

The Zenyum virtual assistant delivers support through a wide range of menu options; from a personalized assessment via a series of questions to understanding each case or even sharing costs, installment plans and clinic locations. It is a go-to assistant for any new customer, serving as a helpful tool to navigate and ascertain how Zenyum can help.

A ‘human like’ agent

For a quick turnaround of customer enquiries, the Zenyum bot has helped in increasing customer engagement reducing the need for a human agent. It is an intuitive, human-like chat agent that can simulate a live agent, right from initiating customer conversations to delivering information and taking actions on their behalf.