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Why KRIFA changed technology and got a maintenance-free intelligent plug-in search

Discover how KRIFA experienced an 86% resolution overnight with Raffle.

Situation

Krifa had a chatbot and the intention was to help members get answers to questions. However, the chatbot was a hassle requiring many hours of configuration, with limited to no output. As chatbots are manually maintained, Krifa had to foresee what members were asking for, to create content, but even worse, members got the wrong answers or no answers as the process of building the logic into the chatbot was very time consuming. The waste of time and the risk of losing members, made KRIFA look to other services.

Solution

KRIFA had Raffle Site Search implemented in a couple of days experiencing immediate success giving their members the answers they needed, providing instant and accurate answers to member inquiries from day one and working, with no maintenance needed. As a bonus Raffle had insights on members and usage performance on top.

Impact

KRIFA experienced a resolution rate of 86% overnight and via Insights in the Raffle Platform, KRIFA identified vital Content Gaps after only a week in production! Insights on Trending Questions and Member usage illustrates Member needs and gives KRIFA the ability to be proactive in their offerings and services, increasing NPS and reducing churn.

Explanation of Content Gaps: Content Gaps are predictions that are made from member questions that tell you what content is relevant to produce to increase user satisfaction. 

Founded in 1899, Krifa has continuously fought to improve the working conditions for Danish employees and has grown to over 190,000 members. Krifa continues to expand its offerings to Danish workers in order to improve workplace environments, retirements, work ethics, and much more.

Let's face it, Chatbots are not working. 

Chatbots are not a search. They only understand what you tell them to understand. They operate through keyword search (traditional) and understand each word separately with no sense of meaning or context until they have many examples that are created by humans. This makes it very time consuming to make a chatbot that understands simple strings of text. The purpose of chatbots is that they can understand certain areas of the business just why many relevant answers to questions are automatically ruled out. This was exactly Krifa's problem with their chatbot as its functionality did not meet their expectations nor those of their members. Chatbots also need maintenance from the Support Team or a Tech team meaning these technology solutions that should make life easier tend to be costly and time consuming. Chatbots tend not to provide any data on members even though it has a high level of interaction thus a tool that could otherwise provide useful member insight is useless. A search should provide accurate solutions quickly and be dependable, unfortunately chatbots just are not. 

"Chatbots are aging out….they are becoming like a cassette tape, a useless piece of tech. AI just works”

Switch from a Chatbot to Raffle. 

Krifa decided to ditch their chatbot for a solution that would provide them with analytical data on their members in order to decrease churn, focus on increasing resolution, and dive into member trends. That switch led them to Raffle. Raffle is not a chatbot. Raffle is an advanced AI-powered search that allows members to easily search for instant and accurate solutions. Due to Raffle’s unique AI the platform understands the contextually meaning and relationship between each word, unlike a chatbot that only understands individual keywords, allowing for accurate solutions to appear after every search. That means members no longer have to have lengthy and fruitless conversations with a robotic chatbot. Additionally, Raffle has detailed analytics that enable insight into members trending questions and where questions need more validated content and answers. Once Krifa implemented Raffle onto their website they immediately saw a decrease in member churn and started to see insight into member interactions with their site, product, and content. 

“Raffle completely changed the way we work. We work smarter than ever before.”

Raffle is a search that provides Member Data. 

Raffle is more than a search engine but provides analytics. Once implemented, Raffle continuously gathers data on members organizing questions by context allowing insight into trending member questions, and areas of improvement allowing you to provide the best experience, develop needed content, and instantly offer solutions. Notably, Raffle Advanced Insight provides Content Gaps, or where the solutions provided to inquiries have a low validity, notifying you that content or campaigns (Instant answers) need to be created. Krifa utilizes Raffle Advanced Insight daily for insight into customers and to increase resolution. Raffle does not end at being an excellent search but provides analytics that help your business improve operation and increase productivity. 

Get a search that is more. Get Raffle today. Book a demo today.

“Raffle completely changed the way we work. We work smarter than ever before.”