Project details
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How it works:
Jio Fiber integrated a WhatsApp-based chatbot to provide customers with instant, round-the-clock support for a wide range of queries. The chatbot allows users to raise complaints, check internet speed, track technician visits, recharge plans, and get troubleshooting help—all within the WhatsApp interface. With a focus on self-service and real-time resolution, the bot reduces customer dependency on call centers and eliminates long waiting periods.
The chatbot is activated via a simple “Hi” message to the official Jio Fiber number. It uses smart menu flows and natural language processing to guide users toward the right solution, based on their specific issue. Whether it’s billing, connectivity, installation, or service requests, users can resolve their queries in just a few taps. By offering a seamless, familiar chat interface, Jio Fiber made technical support feel simple, fast, and user-friendly.
Our challange:
Jio Fiber was facing increasing support requests across regions, many of which were for routine issues like speed checks, plan queries, or installation follow-ups. The existing channels—primarily phone support and app-based tickets—were not scaling efficiently, leading to long wait times and dropped queries. Jio Fiber needed a lightweight, accessible solution that could offer real-time resolutions without requiring users to navigate complex apps or websites.
What types of customer queries does the WhatsApp chatbot resolve ?
The bot handles service complaints, plan recharges, installation tracking, speed checks, and FAQs related to connectivity. Users get quick answers without navigating multiple pages or waiting on hold.
Is the chatbot available 24/7 ?
Yes. The chatbot runs continuously and can respond to most queries instantly. For complex cases outside working hours, it schedules human follow-up seamlessly the next day.
Can users recharge or upgrade their plan via WhatsApp ?
Absolutely. Users can view their current plan, explore upgrade options, and complete payments—all through secure links shared directly in the chat. This removes the need to switch apps.
How does the bot handle service complaints ?
When a user reports an issue, the bot verifies their registered details, logs the complaint, and provides a service ticket number. It also updates users with technician visit timings and resolution status.
Is there a human handover if the issue is complex ?
Yes. If the chatbot detects that the issue cannot be resolved through automation, it escalates the case to a live agent who joins the same conversation. This ensures continuity and faster resolution.
How do customers start a conversation with the bot ?
They can either send a “Hi” to Jio Fiber’s official WhatsApp number or click links/QR codes shared on the website, bills, or email communications. It’s frictionless and doesn’t require downloading anything.
Achievement:
By introducing the WhatsApp chatbot, Jio Fiber reduced call center volumes by 45% and improved first-response time by 60%. Customer satisfaction scores also saw a notable uplift, especially among users in Tier 2 and Tier 3 cities where WhatsApp adoption is high. The ease of use, quick resolutions, and 24/7 availability made WhatsApp the preferred support channel for thousands of customers. With this digital transformation, Jio Fiber not only streamlined operations but also enhanced its brand promise of speed, simplicity, and smart connectivity.