Aivo > 实例探究 > Jeitto Crédito:利用对话式人工智能优化客户服务

Jeitto Crédito:利用对话式人工智能优化客户服务

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技术
  • 基础设施即服务 (IaaS) - 虚拟私有云
  • 可穿戴设备 - 虚拟现实(VR)眼镜/耳机/控制器
适用行业
  • 电信
适用功能
  • 销售与市场营销
用例
  • 现场人员安全管理
  • 时间敏感网络
关于客户
Jeitto Crédito 是一家总部位于圣保罗的金融服务公司,自 2014 年以来专注于金融科技、移动技术、金融准入和新兴市场。它利用创新技术、人工智能和算法提供即时和数字信贷申请,以提供风险控制的贷款。
挑战
在实施虚拟助手之前,Jeitto Crédito 希望减少需要增加人力支持时间和资源的查询量,通过机器人保留 70% 的服务需求。
解决方案
Jeitto Crédito 部署了 Aivo 的对话机器人,通过虚拟助手引导大多数频繁查询,从而优化时间和成本。 Aivo 研究了客户服务流程的每个部分,以确保部署可靠且有效。该机器人解决了与支出限制相关的查询、有关移动应用程序的问题、债务重新谈判,并通过交易发送发票和通知。
运营影响
  • The deployment of the Conversational AI bot began to show positive results soon after its implementation. It significantly reduced the number of queries transferred to human agents, thus freeing them for more complex cases. The bot's effectiveness in handling queries led to a more efficient, responsive and immediate service. The bot's success led to Jeitto Crédito being selected as a featured client in the 2021 edition of Aivo Awards. The company plans to continue its journey with the virtual assistant by creating intelligent flows and menus according to the customer's usage history.

数量效益
  • The bot increased the number of automated sessions by 550%, from 10K in May 2021 to 65K in September 2021.

  • The bot was able to answer 98% of the queries.

  • The bot showed an efficient performance in 94% of the queries.

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