Retail: faster and more efficient technical assistance and logistics
A B2B company that provides products and services for automation and comprehensive management of retail outlets, with specific solutions for retail businesses, franchise chains, and public establishments.
The Context
With over 45 years of experience, consistent commercial growth, and a wide range of offerings, the evolution of this company has shifted towards Artificial Intelligence solutions aimed at improving customer service and support for its assistance network.
Through the development of a Virtual Assistant for support services, we were able to provide operators with all product manuals online and on the go. This also allowed junior profiles to be independent in performing repairs, which had a positive impact on personnel costs, scheduling, and the duration of interventions, while also enabling an on-the-job training process that proved highly beneficial for the entire company.
The Needs
The need for a solution that would save time and human resources
Service issues in more technical repairs, with long response times and the need for intervention from multiple people
Difficulty in training junior resources
Manuals available were not always up to date and were difficult to consult
Strengthen the planning of interventions to accommodate assistance requests even during partner closures
The Results
Thanks to Machine Learning, all technical documentation is available to support the staff
Complete autonomy of operators achieved within two weeks of bot development (and training) for the solution
Significant reduction in costs and time required for intervention planning
An active on-the-job training and education process started for all operators, including mobile access
Full independence from partner services with a chatbot integration available 24 hours a day, 7 days a week