use case

Troubleshooting

Provide impeccable customer and user service through the application of resolution paths built specifically for your business.

Your customers report the issue to the intelligent ChatBot
They follow a step-by-step guided path to solve the problem
They upload photos and explanatory documents directly to the ChatBot
They are contacted back in a short time if they do not solve the problem

The Use Case

Flavia is the Customer Care Manager of a major Italian insurance group. Her ambitious goal was to improve user problem-solving processes, ensuring higher quality of service and reducing costs resulting from timely handling of reports. With MyAiP Chat, in less than a year, Flavia has reduced the load on operators by 30% while marking a marked increase in customer satisfaction levels.
Find out how Flavia achieved these results with MyAiP Chat‍.

STEP 1/4

A shortcut for troubleshooting.

An internal company analysis showed that 27% of private user reports collected by operators had to do with how invoices were retrieved from the private area for the purpose of tax returns and related deductions. Flavia therefore decided to implement MyAiP on all of the company's B2C channels offering, as a shortcut to troubleshooting, precisely the resolution of billing-related issues.

Flavia did not just take advantage of MyAiP Chat for sharing guidance, but chose to offer the user the possibility of obtaining, directly in chat, documentation related to billing, thus offering a service with high added value compared to classic support.

step 2/4

MyAiP map and meet all needs.

With the new data on user needs made available by MyAiP Chat, Flavia has reiterated the model to cover all the most common troubleshooting cases, leaving the operators to handle the more complex and sensitive issues.

STEP 3/4

A personalized experience.

Flavia has therefore chosen to offer a personalized customer experience.If the user initiates a conversation with MyAiP using his or her login credentials for his or her private area, the solution acts as a true virtual assistant. It remembers previous interactions, the customer's preferences, and the type of services they are interested in.

STEP 4/4

What if the user has a complex request?

In the event that assistance from the ChatBot MyAiP Chat cannot lead to the resolution of a particularly complex issue, the user is offered the opportunity to interact with an operator. If, due to time slot or policy, the step is not covered, the user can fill out a support form, including any attachments, directly in the chat. A copy is sent to the customer's e-mail address.An operator will take care of the case as soon as possible, and will contact the user again according to the agreed methods (phone, e-mail, whatsapp, chat itself, ...).

Much more than a ChatBot

MyAiP Chat for Troubleshooting not only acts as a filter to operators for the most frequent and trivial issues, but also acts as a real customer care interface capable of solving customer needs.

Not only that, MyAiP Chat helps you monitor emerging needs and quickly offer solutions capable of increasing the perception of a brand's reliability and proximity.

Summary

How can MyAiP Chat help you?

It is based on the vocabulary and syntax 
of the Italian language
and is also available in an English version.

It can be integrated with major text messaging services, such as Facebook Messenger, Telegram, WhatsApp, Skype, Google Assistant and Amazon Alexa.

It leverages a Training Center consisting of humanists and psychologists, which ensures constant optimization of Machine Learning processes.

Provides a personalized and contextualized Customer Experience
by learning the context and memorizing conversations.

Sends Push notifications to specific user segments, moving from broadcast communication extended to all to highly profiled communication.

It allows performance to be monitored through a Dashboard both in terms of quantity, monitoring the number of chats, and in terms of topics, with KPIs that can be configured according to user requests.

MyAiP Chat is an artificial intelligence capable of interacting textually, just like a human, with users and customers.
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