Auto Windscreens, an auto glass repair and replacement company in the United Kingdom, celebrated 169,000 webchats at a 5th birthday party with the launch of its artificial intelligence chat bot, “Brian.” The webchat service for automotive glazing repair and replacement specialists began in 2017, according to a company statement, and now operates at night and seven days a week because of increasing demand.
“Our team handles an average of 190 chats a day, almost three times the number since we first started, and 86.6% of customers give us a ‘5-star’ satisfaction rating,” says Claire Church, director of service delivery. “The AI chat bot was named ‘Brian’ by the team, after Brian Holmes, who founded Auto Windscreens 51 years ago.” The chat bot enables the company to handle 50 consecutive chats at a time and provide response to the company’s 30 most common queries 24/7, 365 days a year.
