Aivo Case Studies Grupo Petersen's Digital Transformation: A 500% Increase in Bot Inquiries Amid Pandemic

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	Grupo Petersen's Digital Transformation: A 500% Increase in Bot Inquiries Amid Pandemic Aivo

Grupo Petersen's Digital Transformation: A 500% Increase in Bot Inquiries Amid Pandemic

Aivo

Applicable Functions	Procurement Sales & Marketing
Use Cases	Chatbots Time Sensitive Networking
Services	Training
Challenge	Grupo Petersen, one of Argentina's most significant economic groups, faced the challenge of adapting to the digital age and meeting the evolving needs of its over 2 million customers. The modern consumer's behavior, characterized by curiosity, comparison, and decision-making, made the process of purchasing a product or hiring a service increasingly complex. The company's goal was to become regional leaders in digital banking, which required a comprehensive digital transformation. The arrival of the pandemic further accelerated this need, emphasizing the importance of effective, empathetic, and efficient digital experiences. The company's previous chatbot was limited in resolving customer intents, leading to incorrect answers, negative feedback, and avoidance of the channel by customers. Read More
About Customer	Grupo Petersen is a group of companies established in 1920 and is one of the most important economic groups in Argentina. The group includes Banco Santa Fe, Banco Entre Ríos, Banco San Juan, and Banco Santa Cruz. With a customer base of over 2 million, the group's mission is to become regional leaders in digital banking. The group is currently undergoing a digital transformation process, improving processes, channels, and platforms to offer better service to its customers. The group's banks are constantly evolving to keep up with the modern consumer. Read More
Solution	To address these challenges, Grupo Petersen turned to Aivo’s conversational AI, AgentBot, to automate their service without losing the connection with their customers. The AI chatbot was trained to understand customer requests and questions, provide a series of answers, and resolve frequent concerns. The company also added more than 400 new intents to the bot's knowledge, using multimedia videos and co-browsing to enhance its effectiveness. The co-browsing functionality was particularly useful in helping older customers manage their accounts digitally. The company is also working on integrating the bot with WhatsApp and collaborating with the training department to offer a more personalized service in line with customer needs. Read More Log in to view content
Contents

Applicable Functions

Procurement

Sales & Marketing

Use Cases

Chatbots

Time Sensitive Networking

Services

Training

Challenge

Grupo Petersen, one of Argentina's most significant economic groups, faced the challenge of adapting to the digital age and meeting the evolving needs of its over 2 million customers. The modern consumer's behavior, characterized by curiosity, comparison, and decision-making, made the process of purchasing a product or hiring a service increasingly complex. The company's goal was to become regional leaders in digital banking, which required a comprehensive digital transformation. The arrival of the pandemic further accelerated this need, emphasizing the importance of effective, empathetic, and efficient digital experiences. The company's previous chatbot was limited in resolving customer intents, leading to incorrect answers, negative feedback, and avoidance of the channel by customers.

About Customer

Grupo Petersen is a group of companies established in 1920 and is one of the most important economic groups in Argentina. The group includes Banco Santa Fe, Banco Entre Ríos, Banco San Juan, and Banco Santa Cruz. With a customer base of over 2 million, the group's mission is to become regional leaders in digital banking. The group is currently undergoing a digital transformation process, improving processes, channels, and platforms to offer better service to its customers. The group's banks are constantly evolving to keep up with the modern consumer.

Solution

To address these challenges, Grupo Petersen turned to Aivo’s conversational AI, AgentBot, to automate their service without losing the connection with their customers. The AI chatbot was trained to understand customer requests and questions, provide a series of answers, and resolve frequent concerns. The company also added more than 400 new intents to the bot's knowledge, using multimedia videos and co-browsing to enhance its effectiveness. The co-browsing functionality was particularly useful in helping older customers manage their accounts digitally. The company is also working on integrating the bot with WhatsApp and collaborating with the training department to offer a more personalized service in line with customer needs.

Impact #1	The implementation of Aivo’s conversational AI, AgentBot, has significantly improved Grupo Petersen's customer service. The bot's ability to understand and respond to customer queries has led to a substantial increase in its usage and a high rate of query resolution. The positive feedback from customers has increased, with customers appreciating the bot’s quick answers, accuracy, and clear information. The average support time has also been significantly reduced. The company values the tool’s flexibility and simplicity, its reports, team trainings, and ongoing support. The integration of the bot with other platforms like WhatsApp is expected to further enhance the customer experience.

Impact #1

The implementation of Aivo’s conversational AI, AgentBot, has significantly improved Grupo Petersen's customer service. The bot's ability to understand and respond to customer queries has led to a substantial increase in its usage and a high rate of query resolution. The positive feedback from customers has increased, with customers appreciating the bot’s quick answers, accuracy, and clear information. The average support time has also been significantly reduced. The company values the tool’s flexibility and simplicity, its reports, team trainings, and ongoing support. The integration of the bot with other platforms like WhatsApp is expected to further enhance the customer experience.

Benefit #1	500% increase in using the bot to resolve queries
Benefit #2	96.5% of interactions with the bot get an answer
Benefit #3	Positive customer feedback increased by 40%

Benefit #1

500% increase in using the bot to resolve queries

Benefit #2

96.5% of interactions with the bot get an answer

Benefit #3

Positive customer feedback increased by 40%

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Overview

Grupo Petersen's Digital Transformation: A 500% Increase in Bot Inquiries Amid Pandemic

Operational Impact

Quantitative Benefit