Handling of chat channel contacts
Faster resolution compared to a live agent: 3 min vs. 9 min
CSAT rating and trending higher

Michelin is a leading multinational tire manufacturer.

Our client was looking for a partner to help them drive digital transformation across their CX organization. As the single external service provider, Sitel Group® was able to harness the collective genius of its consumer care agents and conversational design experts to build a smart Digital Agent driven by advanced AI design capabilities. The solution contains more than half of the chat contacts on Michelinman.com, provides three times faster resolution when compared to a live agent, and delivers strong CSAT results.

Client Objectives

  • Increase the digital support channel mix by deploying a Digital Agent (cognitive chatbot)
  • Automate multi-round customer care conversations and promote sales
  • Engage customers on their channel of choice while providing immediate, consistent, 24/7 support
  • Deflect live chat volume to achieve cost savings
  • Deliver best-in-class CX by eliminating wait times and providing fast and accurate answers to common questions

Our Solution

  • Designed and implemented a friendly and knowledgeable AI-powered Digital Agent on Michelinman.com to assist customers with: pre-purchase tire fitment and selection, tire specifications, current promotions, and FAQ
  • Delivered continuous improvement by successfully handling more than 50% of the chat contact volume
  • Seamlessly escalate to live agents when needed or requested​
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