The AI that leads your users along the sales funnel

Customer
Lavazza
Channel
Web Widget (ITA & ENG)
Sector
Food & Beverage
The AI that leads your users along the sales funnel
the challenge

The starting point

Lavazza was looking for an innovative technological solution for its website that could assist its customers during the online process of composing their personalized "Lavazza To You" package, the coffee subscription service to receive the company's branded machines and capsules at home.

The starting point

The primary objective of the solution was to help users resolve their doubts during the purchasing process, giving Lavazza's Customer Care an additional tool to automate the most common user queries and allowing users to quickly find the answers they were looking for about the service offered by Lavazza with 24/7 coverage.

Andrea Bello, Senior Global Marketing Manager, Lavazza Group

"Thanks to Indigo.ai's Artificial Intelligence, we have been able to effectively manage the most frequent problems of our website users, intervening in a timely manner on doubts and questions that may arise during the purchase process. The platform has also allowed us to gain insight into the real needs of our users.

Andrea Bello, Senior Global Marketing Manager, Lavazza Group
the SOlution

A multilingual Q&A virtual assistant to automate enquiries

Indigo.ai created for Lavazza a virtual assistant equipped with Artificial Intelligence (Q&A) accessible through a web widget, capable of answering the main service questions posed by users. Thanks to the virtual assistant, it was also possible to automate the requests for information received from users on the various types of coffee subscription offered by Lavazza. The virtual assistant was created in a multilingual version, for both the Italian and English Lavazza's websites, and was installed on the pages of the site relating to subscriptions, so as to always be at the customer's side when needed.

A multilingual Q&A virtual assistant to automate enquiries

The solution helps reduce the abandonment rate of users when they are composing their subscriptions, giving them immediate support on questions related to capsule shipment frequency, payments and Lavazza machines. Thanks to Artificial Intelligence, Lavazza is not only able to make its customers conclude the purchase of subscriptions with greater peace of mind, but also discovers several useful insights about them through the analysis of data and conversations contained within the Indigo.ai artificial intelligence platform.

The results
The impact of AI on
Lavazza
4794

Unique users interacted with the virtual assistant in the first five months of operation.

58k

The number of messages exchanged between virtual assistant and users in the first five months of activity.

4.2 out of 5

Average user rating on their experience with the bot.

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