CASE STUDY > Electronic Distribution

AI applied to the customer experience of a well-known e-commerce company

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Revolutionising the Customer Experience with Artificial Intelligence

The customer needed efficient customer service to manage e-commerce, including order tracking, support on returns and information on refunds. The aim was to optimise the customer journey and automate repetitive requests to improve efficiency.

Distribuzione Elettronica Case Study

INGO implemented active servers and configured the customer care service on several channels, including voice, e-mail and WhatsApp Business. A customised Interactive Voice Response (IVR) was created to direct calls to self-service or specialised operators. Part of the service was also automated, using voicebots to support operators and provide basic information on the status of orders, such as delivery date. This ensured business continuity even during peak periods such as Black Friday and the holiday season.

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Through the implementation of an automated system, the company was able to manage 40 per cent of telephone traffic during peak periods, avoiding tripling the staff of operators. This resulted in significant cost savings and an increase in the perceived quality of service, with a reduction in waiting times. The integrated system provided detailed information on the delivery status of orders, also involving couriers. Thanks to a customised dashboard, the company has access to comprehensive data to analyse the customer experience and improve the route as needed.

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INGO, thanks to multichannel and technological innovations, is able to build specific projects for each company, following the process from the initial analysis phase to the implementation of integrated, scalable and modular omnichannel strategies. For over 20 years, Made in Italy at the service of the customer experience.

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