Retail: Faster and More Efficient Technical Assistance and Logistics
A B2B company specializing in automation solutions that offers products and services for the comprehensive management of retail stores and provides tailored solutions for retail businesses, franchises, and public establishments.
The Context
With over 45 years of experience, consistent commercial growth, and a wide range of offerings, the company has adopted AI-powered solutions to improve customer service and strengthen its assistance network.
By developing a Virtual Assistant for support services, we enabled operators to access all product manuals, both online and on the go. This solution also allowed junior technicians to perform repairs independently, significantly reducing labor costs, optimizing scheduling, and shortening intervention times. Additionally, it implemented a highly effective on-the-job training process that has proved highly valuable for the entire organization.
The Challenges
Finding a solution that saves time and optimizes human resources
Managing complex technical repairs requiring multiple technicians and long response times
Training junior technicians effectively
Dealing with outdated and difficult-to-access manuals
Improving intervention planning to handle assistance requests even during partner company closures
The Results
Implementing Machine Learning ensured all technical manuals are up-to-date and easily accessible
Operators achieved full autonomy within two weeks of bot development and training
Significant cost savings and reduced time required for intervention planning
Continuous, on-the-job training and education for all operators, including mobile access
Full independence from partner services through 24/7 integrated chatbot support