Pre-sales service chatbot

Success story

The virtual assistant Gea, developed with the Crafter.ai platform, has been in production on Sorgenia‘s web channels since the beginning of 2020.

The solution responds to the goal of optimizing the digital experience of users, improving the distribution of contact center workloads.

scenario

Sorgenia’s focus on digital and new technologies, together with the goal of maximizing the customer experience of the most digitized users, have favored the decision to integrate a new tool based on artificial intelligence, to complete Sorgenia’s customer service.

For over 3 years, the chatbot Gea has supported the customer journey of Sorgenia’s customers, as part of the company’s pre-sales service.

The solution

Gea is able to answer questions about the Company’s offers and products, but also to complete specific objectives, such as: producing a sales estimate, helping users to fill out the subscription form, making up-selling and cross-selling proposals, collect customer contact information, handover the conversation to the operator.

The solution integrates a dashboard to support contact center supervisors to help monitor conversation management timing metrics and interaction analytics between chatbots, customers and operators.