Day was looking for a simple and effective solution that, via a website and mobile application, would allow its users to quickly and independently find solutions to their most common service problems.
"The ultimate aim was to facilitate communication between the company and the end users of the service, allowing an initial skimming of requests for assistance towards Day's customer service, so as to favour an automatic and efficient management of the most frequent problems and allow Customer Care to concentrate on the requests with the greatest added value for the customer."
In an increasingly digital world, we felt the need to provide our users with more constant and present assistance, including through new channels and interaction methods alongside the more traditional ones. The analysis tools linked to the chatbot allow us to better understand the needs of our users and to continue to innovate the service. The data collected in recent months is in line with our expectations and we will extend this tool to other areas of our business.
Indigo.ai has developed an AI-powered virtual assistant for Day, accessible via a web widget and a mobile application, capable of responding to the most common requests for assistance.
The bot 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 bot now automates all the most common operations, such as searching for places to spend the lunch break, but also the more complex ones such as activating one's own card containing meal vouchers or receiving assistance for online purchases.
Unique users interacted with the assistant in the first four months of operation.
The number of messages exchanged between bots and users in the first four months of operation.
The percentage of requests that the bot was able to answer.
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