C A S E S T U D Y A P P P R O V I D E RC U S T O M E R S E R V I C E C H A T B O T With Lou's help, customers' waiting time for answers has decreased without adversely affecting support quality. Moreover, Lou freed up agents to carefully deal with customers' most complex issues and substantially increased Lovoo's live support capacity. As a result, customers have flocked to web and Facebook chat, thus reducing the burden on Lovoo's hotline help desk. When a customer poses a non- routine question that Lou has not previously encountered and therefore cannot answer with full confidence, a Lovoo support agent is automatically added to the exchange. In these partially automated cases, Lou acts as a decision support system for the agent by suggesting the most viable answer. The agent merely c

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