Passionate about chatbots, Jérémie GAMER created the Poolcare startup to support pool professionals on a daily basis in the management of customer relations.
Jérémie Gamer, founder of Poolcare.
What is your business and what is your role?
Poolcare is a Toulouse startup specializing in the design and development of a pool expert chatbot. Our chatbot accompanies pool professionals in customer relationship management.
With 10 years of experience in the pool sector, I founded Poolcare and oversees the development of the chatbot.
From my experience my role is articulated around two principal axes: the coordination of the development of the chatbot and the reformulation of the technical constraints related to the sector of the swimming pool.
What were your problems before launching your chatbot?
Being a technical subject, the piscinist is the privileged interlocutor to answer these questions. However, it is not always available, queues can quickly become boring and customer services are rarely open after 7pm. The Poolcare chatbot appeared as obvious because it is able to respond to different situations identified:
- The user often needs to be advised on the treatment of water for lack of knowledge or because of an oversight.
- He asks his questions without needing to know the technical terms related to the pool.
- The chatbot holds a real conversation, and adapts its answers according to the characteristics of the pool of each user.
- The user finds the same quality of advice.
The Poolcare chatbot.
Why did you choose the Botnation solution?
The creation platform chatbot Botnation was chosen for the quality of listening and responsiveness of the Botnation team. But also because the company offers an intuitive, robust and easily scalable solution.
What was the creative process?
Our chatbot is the result of a project that we conducted in co-creation with all our stakeholders (private individuals, distributors, and pool technicians). We were able to define the usage scenarios, and map the interactions with our computer system. The pool universe being a technical field, the contextualisation of key phrases was the most demanding phase.
The enrichment of the understanding of natural language is one of the strengths of our solution, with our centralized and globalized knowledge base. If the chatbot can not understand the user's request, a notification is sent immediately to answer the user's question directly.
Have you been able to measure first results?
Our chatbot is useful to pool professionals, answering questions from their customers and prospects 24/24 and 7/7.
Our first results are very positive and confirm the usefulness of our chatbot for professionals with 55% of requests received between 18:30 and 22:30, and 25% received between 6:30 and 9:30.
Do you have some tips for a company that also wants to start a chatbot?
The definition of the objectives that the chatbot must fulfill and the understanding of the needs of the end users are essential to be able to re-formulate the objectives and expectations of the latter in technical response.