Scenario
Sorgenia's focus on digital and new technologies, together with the goal of maximizing the customer experience of the most digitized users, have favored the decision to integrate a new tool based on artificial intelligence, to complete Sorgenia's customer service.
For over 3 years, the chatbot Gea has supported the customer journey of Sorgenia's customers, as part of the company's pre-sales service.
The Solution
Gea is able to answer questions about the Company's offers and products, but also to complete specific objectives, such as: producing a sales estimate, helping users to fill out the subscription form, making up-selling and cross-selling proposals, collect customer contact information, handover the conversation to the operator.
The solution integrates a dashboard to support contact center supervisors to help monitor conversation management timing metrics and interaction analytics between chatbots, customers and operators.
Pre-Sales Chatbot Results
Costs optimization: Gea has favored a reduction in call traffic towards call center operators and a better allocation of resources on higher value-added activities.
Increase of conversion rate: Gea is available to Sorgenia customers 24/7 and manages up to 98% of requests independently, helping to increase the conversion rate.
Customer service optimization: Gea has improved the quality of customer service, supporting the agents' activity by suggesting proper answers to use, thanks to the chatbot's help desk function.