HERON – Chatbot Customer Contact Automation solution

INFORM has received by HERON the award for the development and implementation of a Natural Language Understanding (NLU) Chatbot in Greek and English Languages – Customer Contact Automation solution.

The Chatbot will provide HERON’s End-Customers with multiple online interaction options through: HERON’s Website, Myheron and HERON’s Mobile App.

To achieve this, the proposed Chatbot will be integrated with various HERON’s systems.

In a nutshell, INFORM LYKOS will carry out the following activities:

  • Business analysis of the HERON’s processes in the online, self-care and online sales customer relation
  • Implementation and set up the cloud infrastructure
  • Implementation of an NLU custom Chatbot
  • Integration with LiveChat so that customers can go to an agent if their questions cannot be automatically answered
  • Integration with various HERON’s systems
  • Run performance and stress tests
  • Support of the implementation
  • Ongoing consultation and Chatbot enhancements according to CX best practices and INFORM’s experience in Digital Transformation.
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