How BTT uses generative AI to improve customer service
Commerce & Logistics
• How can BTT improve its customer service?
• How can customer-facing employees find the information they need?
• How can the company take its first steps with generative AI?
• A chatbot called Chat BTT
• An intuitive way of searching for information across databases
• User-friendly app for customer service employees
Business challenges
BTT Multimodal Container Solutions provides logistical solutions for containers, taking care of transport from and to the ports of Antwerp and Rotterdam. Using its rail services and inland ports, the company ensures goods are transported in the most sustainable manner.
Its customer service receives hundreds of questions from clients about the status of containers. Where is the container now? How long before it reaches its next destination? Why is it late? The information is there, but it is hidden in a vast database. Can we make life easier for customer service employees?
Keys to success
In the weeks before the Hackathon, the team of consultants began preparing together with BTT. What is the business value of designing this solution? What is the quality of the data the model will be using? Who is joining the team to support them with insights and data during the Hackathon?
During the 48-hour Hackathon, a team of consultants, data scientists, and developers got to work. Using their expertise in analytics, data modelling, and generative AI, they managed to build a prototype chat assistant.
Results
The team managed to create a working chatbot called ChatBTT in 48 hours. It offers an intuitive way to search the database by simply chatting. Once the bot is fully operational, it will help to service clients better. BTT now also has a solid foundation to further experiment with generative AI to find more added value in its day-to-day business.
How BTT uses Generative AI to improve customer service
"At BTT we're very focused on IT, but we don't have much experience with AI yet. Now that we have this model, which gives us all these data ready-to-go, it's mind-blowing."
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