CASE STUDY > Autoguidovie

The Autoguidovie Case Study for Customer Service Management

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Revolutionising the customer journey with multi-channeling

Autoguidovie aimed to improve its customer service by introducing a new, more efficient and sustainable contact mode.
INGO designed a customised multichannel solution, based on the use of artificial intelligence (AI) and the XCALLY and Acuto products. Interactive Voice Response (IVR) and AI were implemented on telephone, WhatsApp and chat channels.

autoguidovie grafici

Thanks to the analysis of recurrent requests, it was then possible to optimise the service and use BOTs for chat and WhatsApp conversations. In addition, voice recognition was introduced to further improve the IVR’s response to customer requests.

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"Call centre innovation to support our customers, with the aim of improving the customer's travel experience and pursuing service excellence at all stages: before, during and after the journey. Technology as a strategic support, implementing AI bots and algorithms in our integrated assistance service."

Matteo Gola - Autoguidovie Customer Care Manager

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