Aivo > 实例探究 > TAG Livros 通过对话机器人增强客户体验并促进销售

TAG Livros 通过对话机器人增强客户体验并促进销售

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适用功能
  • 质量保证
  • 销售与市场营销
用例
  • 视觉质量检测
服务
  • 测试与认证
关于客户
TAG Livros 是一个巴西图书分配俱乐部,拥有超过 50,000 名订阅者。他们提供读书俱乐部和订阅服务,以探索文学世界、讨论作品、结识新作家并激发想象力。
挑战
TAG Livros 希望通过实施对话机器人来覆盖客户旅程的所有阶段,从而提供卓越的客户体验。
解决方案
TAG Livros 实施了对话机器人 Sofia,为用户提供支持、协助销售、解决查询以及共享有关产品或订阅俱乐部的信息。该机器人在网络聊天、WhatsApp、Facebook Messenger 和应用程序上提供全渠道服务。
运营影响
  • The implementation of the conversational bot, Sofia, has allowed TAG Livros to deliver a responsive customer experience even during high-demand periods in a scalable way. The bot has become a key component of the company's sales strategy, especially during special sales campaigns like Black Friday or TAG's 'Book Week.' The bot's ability to provide immediate and automatic after-sales service has also enhanced the overall customer journey. The success of the bot has been recognized with TAG Livros being distinguished in the Aivo Awards 2021 in the category of Outstanding Sales Experience.

数量效益
  • During a discount campaign in June and July 2021, the number of queries increased by 58% without affecting the quality of service.

  • The conversational bot maintains an 80% retention rate, indicating strong adoption by users.

  • Service time was significantly improved, reduced from a 9-minute average to only 3:30', providing a faster and more efficient service.

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