Day was looking for a simple and effective tool that, via website and mobile application, would allow its users to quickly and independently find solutions to the most common support issues.
"The ultimate goal was to facilitate communications between the company and its customers, introducing an initial screening of the various support requests to promote a more automated and efficient management of the most frequent issues, which would consequently allow Day’s Customer Care Team to focus on more complex requests and add a greater value for the customer."
In an increasingly digital world, we felt the need to ensure a more constant and present support to our customers through new channels and methods of interaction to go hand in hand with the traditional ones. The analysis tools connected to the chatbot allow us to better understand the needs of our users and to keep on innovating the service. The data collected in the recent months are in line with our expectations and we are planning on extending this tool to other departments of our business as well.
Indigo.ai created for Day a virtual assistant equipped with Artificial Intelligence, reachable through web widgets and their mobile app, that can answer the customers’ main and most common support requests.
The chatbot is perfectly integrated with Day's systems: this allows it to know users’ information and issues in advance, offering a wide variety of answers depending on who is writing, in order to provide a completely personalized experience. Today the chatbot automates all the most common operations, such as finding places to spend lunch breaks at, and the more complex ones, too, such as activating a card containing meal vouchers or receiving assistance for online purchases.
Unique users who interacted with the assistant in the first 4 months of activity.
The number of messages exchanged between the chatbot and users in the first 4 months of activity.
The percentage of requests that the chatbot responded to.
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