Scenario
Centrale del Latte Torino fosters customer loyalty through promotions, educational initiatives, events, and loyalty point programs, which generate a high volume of information requests that need to be managed via traditional contact channels such as phone lines and emails.
To efficiently handle recurring customer questions about new loyalty point programs and prize distribution, Centrale del Latte Torino's marketing team chose a self care automation solution to implement an AI agent for customer service capable of providing fast and automated responses.
The AI Agent Solution
Thanks to integration with Generative AI, Tapporosso AI agent delivers natural and rapid responses to the most common inquiries, easing the load on phone lines and email channels. Frequently requested topics include loyalty program rules and deadlines, product information, rewards, and point tracking cards.
In addition to automated Q&A management, the chatbot also handles event bookings at the Latteria, such as birthdays or business lunches, guiding users through the collection of required information and automatically forwarding the request to the dedicated team, which then contacts the customer to finalize the booking.
Results Achieved
Self care automation: The AI agent for customer service enables customers to access information independently through self-service.
Resource optimization: Automating frequent inquiries allows 24/7 customer support while optimizing the management of customer service resources.
Analytics: Access to conversation data helps the marketing team identify recurring requests and capture customer feedback and needs.