customer service chat bot

Success story

Flùvia is the customer service chat bot of AdF – Acquedotto del Fiora Spa: the company of the Acea group that is in charge of the water service management in the province of Grosseto and in a large part of the province of Siena.

The solution, created with Crafter.ai platform, is the result of a consultancy and design process carried out in collaboration with our partner Gellify.

scenario

AdF’s customer assistance service supports users in all inquiries, like search for information, service’s fault reporting, or technical and commercial requests.

Aiming to integrate a self-customer care tool in the management of relations with its customers, AdF looked for the consultancy support of a technological partner, for the design of a solution (customer service chat bot) to optimize the various stages of the customer journey, following a “data-driven” customer approach.

The solution

customer service chat bot

Flùvia integrates a Q&A module for the management of FAQs on Company services (Services Info) and a flow to convey requests for information about scheduled works and maintenance interventions (Search for work in progress).

Flùvia is part of a multi-channel strategy in support of the customer, providing answers in real time in a clear and precise way. Thanks to the virtual assistant, AdF is able to further improve the quality of the service offered to its users.