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.
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.
Results Achieved
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.