Nimbi's Multilingual AI Revolutionizes Customer Service in Supply Chain Industry

Nimbi is a supply chain technology platform based in Brazil. They are committed to reinventing the future of supply chain and developing more efficient purchase processes. Nimbi operates in more than 50 countries and serves over 200 customers, offering tech solutions with compliance guarantees to the sales industry. Their goal is to make the sales industry more efficient in a friendly environment. Innovation and a constant quest for better solutions are the cornerstone of their business culture.

Nimbi, a Brazilian supply chain technology platform, was facing a challenge in automating their customer service processes to adapt to the evolving needs of the modern consumer. Operating in over 50 countries and serving more than 200 customers, they needed a single technology that could handle a high volume of inquiries in multiple languages across their Latin American and North American markets. The goal was to improve the overall customer experience and reduce costs. The main challenge was to develop a language across their digital channels that could cater to the needs of different consumers without losing the human touch in customer service.

Nimbi decided to implement Aivo's conversational artificial intelligence to enhance their customer service processes. The AI was chosen for its quick implementation, the availability of the Customer Success executive for Nimbi’s daily processes, and its advanced conversational technology. The AI bot was trained to understand and converse fluently in Portuguese, English, and Spanish without needing any settings changes. It was also designed to understand natural language like emojis, abbreviations, regionalisms, and typos. The bot works in conjunction with a team of human agents who handle tasks such as receiving and classifying calls, answering user questions, transferring orders and requests to higher levels, and setting up new portals.

• The implementation of the AI bot significantly improved Nimbi's customer service. The bot, working in tandem with human agents, was able to automate a large portion of the customer service process, reducing the volume of calls and service tickets by 55%. The bot is capable of answering 90% of the inquiries it receives, with an average service time of 48 seconds. This has resulted in a more efficient and streamlined customer service process, with the same strategy and technology being applied across all regions. Nimbi is now planning to integrate the chatbot with their apps and customer service platform, further enhancing the customer experience.

• Reduced call volume and service tickets by 55%

• The chatbot answers 90% of the inquiries it receives

• Average service time of the chatbot is 48 seconds