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Aivo > 实例探究 > 自动执行客户查询并改善支持:TOTVS 案例研究
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TOTVS Enhances Customer Service with Aivo's Conversational AI

技术
  • 应用基础设施与中间件 - 数据交换与集成
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 建筑物
  • 建筑与基础设施
适用功能
  • 产品研发
  • 销售与市场营销
用例
  • 库存管理
  • 租赁金融自动化
服务
  • 系统集成
挑战
TOTVS 面临着更换现有客户服务结构并添加新渠道以改善客户服务的挑战。
关于客户
TOTVS 是巴西最大的管理系统开发公司,为各个细分市场的 40,000 多家客户提供服务。
解决方案
TOTVS 部署了 Aivo 的对话式 AI,并将其与 Zendesk 集成,以自动执行客户查询并提供全渠道服务。他们还发起了具体活动,鼓励客户使用 WhatsApp 作为支持渠道。
运营影响
  • 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.

数量效益
  • Automated 83% of the queries on WhatsApp with AgentBot

  • Reached 84% of interactions with a reply

  • 51% of recurring users

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