How Yobbers uses AI without losing their personal touch

Yobbers, an international recruitment agency that helps people find opportunities abroad and guides them every step of the way, has been using Trengo since 2020.

With fluctuating demands, lead volumes, and increased activity in the summer, they needed a way to centralise communication and ensure everyone on the team stayed connected.

Challenge

At first, they used Trengo’s multichannel inbox, live chat, WhatsApp, and widgets to communicate with their leads. But over time, they realised their team was spending too much time on manual tasks, leading to lost leads due to long waiting times. This was particularly an issue since most of their traffic comes from the younger generation (Gen Z), who value quick responses to their inquiries.

'We want to automate so the team can work faster and more efficiently, but we still want certain steps, like interviews, to be handled personally by the team. We need help automating other parts of the process,' Lieke explained.

Now, the big challenge is how automating work with AI without losing that personal touch.

Solutions

Yobbers was one of the early adopters of Trengo AI, eager to leverage AI ASAP. They understood the need to provide faster responses during and outside business hours. In addition, they wanted to offer leads more options for contacting them, with easy opt-ins through channels like WhatsApp, live chat, email, and more.

AI HelpMate

Yobbers saw AI as an opportunity to support their team better and improve efficiency. They created a personality named Helmut as their AI HelpMate. With the help of their assigned Customer Success Manager (CSM), they brought Helmut to life quickly and efficiently.

They trained Helmut with their available job vacancy list, adding information on the cities and countries and making sure it aligned with their tone of voice.

Before, they lost many candidates because they couldn’t provide immediate replies. Now, they can respond anytime, whether it’s during or outside business hours.

'This has been such a game-changer because no recruiter can memorise all the vacancies. Helmut helps answer queries by vacancy, city, or even country. Updating the documents is also super easy. We have a few team members responsible for keeping them up-to-date in English, Dutch, and German.'

AI Journey

Yobbers has also started rolling out AI Journey on their platform. They started by figuring out where HelpMate (Helmut) should step in and when the team should take over. At first, Helmut handled everything, but now they’ve fine-tuned the process to filter incoming WhatsApp messages from new leads more effectively.

For example, leads are welcomed and asked what they’re looking for. From there, they’re directed to the right place. This setup is great because sometimes users have questions that aren’t covered in Helmut’s knowledge base.

Result

The team is making the most of Trengo AI and has noticed significant improvements. The response time is much faster, and the team’s overall efficiency has greatly improved. Queries can now be answered in just 1/5 of the usual time.

We believe that maintaining a human touch is still very important alongside automation. Given our target audience, offering personalized guidance and assurance is important when needed.

With AI, we aim to automate as much as possible while ensuring a healthy balance by keeping personal interaction at certain stages. So far, over 600 journeys have been triggered in communication with leads.

'In our field, we’re experienced in helping people move abroad, and that’s something we can’t fully hand over to AI—and that’s okay. It’s the personal touch we love to maintain,' added Lieke.