Day, a company specialising in meal vouchers, shopping vouchers and corporate welfare, was looking for a simple and effective solution that would allow its users to quickly and independently find solutions to their most common service problems via website and mobile application.
"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 virtual assistant is perfectly integrated with Day's systems: this allows it to know in advance the user's information and problems, offering different answers depending on who is writing to it for a completely personalised experience. The chatbot, which can be reached from the website and mobile app, now automates all the most common operations, such as searching for places to spend your lunch break, but also more complex ones such as activating your meal voucher card or receiving assistance with online purchases.
Unique users who interacted with the assistant in the first 4 months of activity.
The number of messages exchanged between chatbots and users in the first four months of operation.
The percentage of requests that the chatbot was able to answer.
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