Background and Challenge of iRobot
Customer service, constantly evolving, is a key element of any company’s success. In order to create an engaging and satisfying customer experience for users, the company has made extensive use of Ovy’s Artificial Intelligence.
iRobot understood the value of integrating its customer service with AI to find a solution for the following points:
1. to make the relationship with customers faster and more direct;
2. to improve response times by providing a smooth customer experience;
3. to filter requests and automatically assign them to Human Operators.
Ovy provided the best solution to meet their needs: a powerful, intuitive and easy-to-manage product to automate customer care processes
Customer Service Team Leader at iRobot
“Ovy literally saved our lives during the pandemic period! Thanks to Ovy’s Artificial Intelligence and the ease of use of its management dashboard, we have trained and automated conversations with our users in a short time. In addition, we have improved internal procedures thanks to the automatic call-off of conversations.”
Our solution for iRobot
A Virtual Assistant powered by Conversational Artificial Intelligence, which automates responses and interacts with users as if it were a Human. This intelligent assistant, installed on the iRobot website with the chat widget, supports customers in the purchasing process, offers advice on available products and provides technical assistance on products already purchased.
Thanks to Natural Language Processing and Deep Learning, the Virtual Assistant is able to recognise sentences from a grammatical and semantic point of view; understand users’ mistakes and abbreviations in chat rooms and always provide the correct answer to the request; and continuously learn from managed conversations improving customer service performance.
Users always receive the right answer within seconds from the Virtual Assistant. When necessary, the Ovy’s Artificial Intelligence transfers the conversation to the human operator: in this way, iRobot’s Customer Care team, finally freed from routine requests, can concentrate on high value-added tasks. At the same time, the company reduces its customer care costs.
Furthermore, the Business Intelligence of the Ovy’s platform extracts trends, behaviour and insights from customer conversations, supporting iRobot in defining business strategy.