C A S E S T U D Y T E L E C O M M U N I C A T I O NC U S T O M E R S E R V I C E C H A T B O T without adversely affecting support quality. Moreover, by reducing the average handling time per request, Lisa freed up agents to carefully deal with customers' most complex issues and substantially increased o2's live support capacity. As a result, customers have flocked to online chat, also reducing the burden on o2’s call centre and email help desk. When a customer poses a non- routine question that Lisa has not previously encountered and therefore cannot answer with full confidence, an o2 support agent is added to the exchange. In these partially automated cases, Lisa acts as a decision support system for the agent by suggesting the most viable answer. The agent merely confirms or adjusts t

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