“There seem to be fewer sub cancel/adjust chats, which means customers are learning how to adjust subs on their end! We are able to have more efficient chats because the chatbot is asking for the email address before sending it to us, also resulting in quicker resolution times. I do love that it asks for their email and a short summary of their issue now, since it makes it easier to address the issues without as much back and forth. Simple questions are answered before they get to us, which also helps resolve chats quicker. The After-Hours Chatbot seems to be doing its job and allows us to connect with more customers. The Chatbot allows for chat to run smoothly with 4 agents at 100% capacity on all pages (accounts, faq, checkout, quiz).”