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.
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.
Results Achieved
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.