AI Customer Experience
Success Story
The AI Customer Experience Solution Librarian is the virtual assistant of CMI Customer Management Insights, acting as a digital librarian with the goal of enhancing the customer experience for CMI’s community users.
Scenario
CMI Customer Management Insights is a leading B2B publishing platform in Italy on customer experience, customer centricity, and the evolution of the relationship between brands, people, and technology.
The growing wealth of content on the site made it necessary to introduce an AI Customer Experience Solution, acting as a digital librarian capable of guiding users through the content, simplifying information searches, and enhancing the entire knowledge base.
“We didn’t want a generic chatbot. We envisioned a digital librarian: knowledgeable, yet approachable, capable of guiding users through the content with intelligence and sensitivity. Thanks to Crafter.ai, we were able to turn this vision into a real tool, tailored precisely to our needs and to the way we want to engage with our community”.
AI Customer Experience Chatbot
The AI Customer Experience Solution LibrarIAn answers readers’ questions, guides users through the library’s content, and explains complex concepts clearly and immediately, turning information into a personalized learning experience.
Thanks to its connection with the Knowledge Library, the librarian chatbot offers thematic pathways and mini learning modules, encourages dialogue within the community, and gathers feedback to support the evolution of the content.
AI Customer Experience
The LibrarIAn Chatbot
Results
LibrarIAn
AI Customer Experience
User Experience
The AI Customer Experience Solution facilitates access to content and guides users through richer and more structured consultation paths.
Customer Engagement
The Librarian Chatbot makes the content archive interactive, increasing time spent on the site and encouraging users to return more frequently.
Insights
The AI Customer Experience Solution enables the CMI team to identify user needs and continuously improve their educational offerings.