Innovative software based on artificial intelligence empowers the internet communication channels by way of successful customer care, improving the customer experience, generating loyalty, and cutting costs for the company.
With the aim of facilitating communication between companies and consumers using the potential of the new digital tools, the Complex Systems Engineering Institute (ISCI) supported the development of Adere.so, a set of technological solutions that optimizes the efficiency of service and increases customer satisfaction. Thanks to the impact of these tools, the spin-off has been successfully implemented in five Latin American countries, in around fifty large institutions, such as Walmart, Chilean bank BCI, and at Chile’s Economic development Agency, CORFO, reaching more than half a million people a month through Internet communication channels, such as social networks, WhatsApp, chats, among others.
The traditional Customer Service channels in the pre-sale, sale, and post-sale processes are usually face-to-face or over the phone, which generates a significant loss of time and efficiency for people and institutions alike. This negative experience is to the detriment of customer loyalty, and by transitivity, of business and services provided by companies.
Daniel Beth, Co-founder of Adere.so. explains “Our approach is to open the doors of the digital world to companies and make use of the full potential of tools such as WhatsApp, Facebook, Instagram, Twitter, chats, contact forms, and emails. That way they can build new relationships with their clients, from a distance, from wherever they are, without wasting time on the phone, talking with people who do not know how to help them, completing forms that prove to be more of an obstacle in the search for answers, or having to leave their homes to seek help face to face.”
Adere.so is made up of two forms of assistance. The first is BotCenter, a builder of multi- and omni-channel chatbots, which thanks to artificial intelligence allow each company to own chatbots as they automate conversations with customers and help them with their requirements. This has the advantage of being available immediately 24 hours a day, seven days a week. Virtual assistants are able to do multiple tasks such as understanding people’s natural language, answering frequent queries, making biometric recognition to deliver information securely, send multimedia content, sell online, or schedule medical appointments. A second complementary tool is PostCenter, a help desk that orders, manages, and unifies on a single platform every request that arrives through each network and communication channel of the internet. These cases are handled by Customer Care agents who can help multiple clients simultaneously, obtaining greater performance with fewer resources and less effort.
Daniel Beth adds “Compared to telephone customer service channels, the hybrid service between the PostCenter and BotCenter chatbots increases productivity in the Customer Service Area three-fold and customer satisfaction by 150%. It manages to solve 150% more problems, and it’s 50% less expensive. By having more satisfied customers, the possibilities of sales and new revenues for companies and institutions grow. In addition, these tools make it possible to follow up on user requests, understand what they think of the company and its products, and identify where to make improvements, all while maintaining a high standard of service.”