A sure bet

A sure bet

Following the adoption of RightNow's online customer support solution, the betting chain William Hill has managed to cut its workload of answering routine and predictable questions from online punters by between 40 and 50 per cent,according to William Hill's customer service manager, Paul Hopkins. The solution uses a self-learning knowledge base to predict and respond to customer queries. Visitors to the site will now also be able to take advantage of a 24-hour interactive help centre and live text chat with a call centre agent.