VEGA CARBURANTI VIRTUAL ASSISTANT
Success story
Vega Carburanti’s generative AI customer care chatbot provides assistance, facilitates access to “My Vega” reserved area and answers questions about the company’s products and services.
Generative AI Customer Care
Vega Carburanti brings together a group of Venetian companies, that operate in the fuel sector and complementary services, such as catering and car washes, standing out for its high attention to the customer and standards of quality, professionalism and sustainability.
With the aim of satisfying every need through various touchpoints, Vega has integrated Conversational AI into the multi-channel strategy to improve customer care, developing with Athics a self-care automation chatbot, which integrates generative AI for the automatic generation of responses.
“The integration of the Conversational AI solution developed in collaboration with Athics has transformed our customer care service. Thanks to the chatbot’s ability to autonomously handle frequent requests and direct customers to customized solutions, we have been able to improve operational efficiency and customer satisfaction”.
Generative AI FAQ automation
The chatbot combines machine learning and generative AI to offer assistance and respond to the most frequent requests (for example, information about the Vega card, billing and switching new cards).
The chatbot is able to understand and manage complex requests and facilitates a natural language exchange with the user.
If necessary, the solution provides the possibility of requesting the conversation be passed to a live chat operator, or of collecting customer data through the lead generation functionality.
SELF CARE AUTOMATION with CRAFTER.AI
Conversational AI and Generative AI
Generative AI for self customer care
Results
Q&A Automation
Thanks to the automation of responses to frequently asked questions, the company saw a 70% decrease in requests for human intervention.
Loyalty and sales opportunities
The lead generation functionality allows agents to subsequently contact potential customers, developing loyalty and increasing sales opportunities.
User experience
The chatbot improved information accessibility and response speed, resulting in an increase in overall customer satisfaction.