Self-Care Customer Service Chatbot

Success story

logo adf uce case chatbot crafterai

Flùvia is the virtual assistant 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 platform, is the result of a consultancy and design process carried out in collaboration with our partner Gellify.

chatbot fluvia adf


use case chatbot adf 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 to optimize the various stages of the customer journey, following a “data-driven” customer approach.

use case chatbot adf scenario

“Effective and smart, available 24 hours a day, Flùvia is part of the strong drive towards digitization and innovation that animates AdF”

Roberto Renai

President, AdF - Acquedotto del Fiora

The solution

use case chabot fluvia adf

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.

use case chabot fluvia adf

customer care use case

The future of customer care

customer care chatbot results

Flùvia virtual assistant

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.




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