Since May 2020
Octopus has been providing services to over 7 millions Hong Kong people for their daily transportation, small payment or access control. Naturally, this also means that there is a huge influx of enquiries every day regarding the contactless cards services. In order to meet up to this demand, Octopus customer service team adopted WhatsApp Business API to build a FAQ chatbot on WhatsApp. The chatbot is able to provide an immediate response to customer and to cater any basic questions before escalating to live chat, alleviating the workload on their human agent.