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Aivo > Case Studies > TOTVS Enhances Customer Service with Aivo's Conversational AI

TOTVS Enhances Customer Service with Aivo's Conversational AI

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Buildings
Construction & Infrastructure

Applicable Functions

Product Research & Development
Sales & Marketing

Use Cases

Inventory Management
Leasing Finance Automation

Services

System Integration

The Challenge

TOTVS, a leading management systems development company in Brazil, was facing the challenge of improving its customer service by adding new channels. The company had been providing support only over the phone and by email, which was not efficient enough to meet the growing demands of their customers. The challenge was to replace the existing structure with a new one that could provide an efficient, empathetic, and innovative customer experience. The introduction of a new channel also required the company to encourage adoption, perform necessary integrations and validations.

About The Customer

TOTVS is the largest management systems development company in Brazil, with more than 40,000 clients. The company has a complete portfolio of systems and platforms to manage companies in 12 market segments, including financial services, and business performance solutions. TOTVS is committed to providing efficient and innovative solutions to its clients, and as part of this commitment, it sought to improve its customer service by introducing new channels of communication.

The Solution

TOTVS deployed Aivo's Conversational AI to minimize human assistance and improve its customer service. The key to the success of TOTVS's conversational solution was its integrations and channels, which provided an empathetic, responsive, and omnichannel service. A new channel, WhatsApp, was introduced as part of the automation strategy. WhatsApp's main advantage as a support channel is that it is part of the customer's routine. To boost queries via WhatsApp, the TOTVS team launched specific campaigns that refer to this channel. The conversational solution is natively integrated into Zendesk so that queries can be transferred to agents automatically when required by the customer, and is also available through web chat.

Operational Impact

The implementation of Aivo's Conversational AI and the introduction of WhatsApp as a new channel of communication resulted in high adoption and satisfaction among TOTVS's customers. The company was able to solve its two main challenges: reducing human assistance and improving the customer experience. As a result, queues have been reduced and agents receive fewer queries, which has streamlined support processes for both customers and agents. In recognition of its success, TOTVS was selected as a featured client in the 2021 edition of Aivo Awards.

Quantitative Benefit

Automated 83% of the queries on WhatsApp with AgentBot
Reached 84% of interactions with a reply
51% of recurring users

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