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Aivo > 实例探究 > Banco Comafi 的数字化转型:利用人工智能驱动的对话机器人增强客户体验
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Banco Comafi's Digital Transformation: Enhancing Customer Experience with AI

技术
  • 网络与连接 - 5G
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 金融与保险
  • 电信
适用功能
  • 质量保证
  • 销售与市场营销
用例
  • 机器间付款
  • 时间敏感网络
服务
  • 测试与认证
挑战
Banco Comafi 需要通过实施新的沟通渠道来为其客户提供一流的支持,该渠道可以 24/7 并以即时、定制和果断的方式回答查询。
关于客户
Banco Comafi 是阿根廷一家领先的银行,以其创新和新技术的采用而闻名。它在多个省份开展业务,是近年来增长最快的阿根廷私人资本实体之一。
解决方案
Banco Comafi 实施了 Sofía,这是一款由 Aivo 人工智能驱动的对话机器人,作为客户的第一联系点。 Sofía 已融入该银行的客户服务策略,并为有关产品、服务和福利的查询提供个性化答案。该机器人最初是在网络聊天中实现的,后来扩展到用户的首选渠道 WhatsApp。
运营影响
  • The implementation of Sofía has significantly enhanced Banco Comafi's customer service. The bot's personality, empathy, and human touch have helped to generate a sense of identity and belonging among customers. The bank has also been able to provide more direct service and offer immediate answers to simple questions tailored to each customer. The integration of Sofía into the bank's digital platforms and the addition of new features and capabilities have elevated the customer experience, especially on WhatsApp, the most widely used application in Argentina and Latin America. The bank has also been able to reach customers in a more direct and differentiated way. Furthermore, the bank has prioritized Sofía in all banking strategies and has integrated the avatar into marketing and communication campaigns, further enhancing its visibility and impact.

数量效益
  • Sofía grew 387% in 2020 and 40% in 2021.

  • In the last quarter of 2021, it served more than 27,000 customers in 40,000 sessions that generated more than 150,000 interactions on average per month.

  • Sofía achieved a 95% effectiveness rate and an average response time of less than 1 minute.

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