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, created with Crafter.ai platform, is the result of a consultancy and design process carried out in collaboration with our partner.
The Solution
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.
Results Achieved
Agility and governance: Flùvia makes it easier for AdF customers to browse the site and find information independently.
Process automation: The chatbot helps to reduce the workload of repetitive requests, favoring the allocation of resources on higher value-added activities.
Data driven approach: The analysis of conversation data makes it possible to detect the real needs of customers and tailor the AdF service to actual needs.