Disal's Transformation: Leveraging AI in the Publishing Industry

Disal is a leading distributor of books and teaching materials in Brazil, founded in 1968. The company has a catalog of over 400,000 titles, works with more than 350 publishers, and owns 18 stores. Disal's mission is to contribute to the dissemination of knowledge and provide specialized, high-quality customer service. The company is committed to innovation and is constantly seeking ways to leverage technology to improve its services and meet the changing needs of its customers.

Disal, one of the largest distributors of books and teaching materials in Brazil, was grappling with the challenges of modern technology and changing customer behavior. The company was receiving 4,000 daily calls, a number that increased during the school year, slowing down purchasing and distribution processes. The challenge was to leverage technology to enhance the site’s service throughout the year, not just during periods of high demand. The company needed a solution that could handle the high volume of inquiries and improve customer service efficiency.

Disal partnered with Aivo to create Clara, an AI-powered virtual assistant. The Aivo Onboarding team worked closely with Disal to align goals and bring the virtual assistant to life. The focus was on automation, with the Aivo team guiding Disal through each stage of the process until the successful launch of Clara. Clara was designed to answer online questions 24/7 with a defined personality, adapting answers based on continued learning. She can find specific books, track orders, provide information about school textbooks, and more. The virtual assistant can also integrate with other systems and add complements.

• The implementation of Clara, the AI-powered virtual assistant, has significantly improved Disal's customer experience and optimized time, leading to company growth. The automated support provided by Clara allows sellers to dedicate themselves to more complex tasks, while the bot handles frequently asked questions and self-management tasks. The success of the AI implementation has been so significant that Disal is considering other areas where AI can be implemented. The company is also considering incorporating automated service in its telephone channels, with the goal of continuing to offer high-quality, personalized customer service on all fronts.

• 90% of queries are resolved without the need for a human agent

• The average attention time is reduced to 1 minute

• 24/7 customer service availability