95. Curious about Enhancing CX with Chatbots & Virtual Assistants w/Joe Mazur, Director Consumer Care-Michelin North America

My Curious Colleague ~ CPG CX

This week on the @My Curious Colleague podcast (Ep 95), I’m CURIOUS about… chatbots/virtual assistants…! To help me with this is my guest and colleague @Joe Mazur, Director Consumer Care at @Michelin North America. We’re digging in to Michelin’s online chatbot/virtual assistant named "Mitch." So fun… so don’t miss out listening 🎧 to this one…!

Podcasts links here:

🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157

🦒Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais

Transcript here: https://share.transistor.fm/s/4c94c13b

Key highlights:

ü Vendor and Technology: Michelin uses Rule based AI - a chatbot software, to power Mitch working with a BPO (Business Process Outsourcing) company called Foundever.com to manage the chatbot.

ü Evolution and Learning: Over time, Mitch's capabilities have evolved based on the questions and interactions it receives. The team continually refines Mitch's responses and knowledge base based on user queries and feedback. That seems hard…! But Joe breaks it down for us…!

ü Pre-Purchase Assistance: Mitch primarily handles pre-purchase inquiries, guiding customers through the tire selection process, providing information on specifications, and directing them to dealers for purchases.

ü User Experience and Training: Mitch's initial appearance on the website was adjusted to provide a more subtle and user-friendly experience. The chatbot's training involves analyzing user interactions and improving its responses, with a focus on addressing common user queries.

ü Improving Customer Experience: Mitch has not only reduced call volume but has also contributed to a better user experience on the Michelin website and surprisingly now…Generates Revenue: Mitch has been utilized to send leads to the "buy now" button on Michelin's website, generating revenue by guiding customers to dealers for tire purchases.

💜 Joe’s non-profit organization shout out goes to the Harvest Hope Food Bank www.harvesthope.org Harvest Hope Food Bank is one of the organizations that Michelin supports in Greenville, SC whihc provides food and resources to people in need. Love that one, Joe…!

So… thank you Joe for joining me on S4 Ep95 – Full Episode out now on the @My Curious Colleague podcast.

As always, thank you for all for your support My Curious Colleagues…!

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#businesspodcasts #consumerelations #customerexperience #chatbots #CPGCX #CPG #socapinternational

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