Stefanini Builds a Chatbot for D-Link to Automate Customer Care Services

The chatbot, named DAVI, is in fact a customized version of Sophie, Stefanini’s omni-channel virtual assistant.

Stefanini chatbot

IT outsourcing services provider Stefanini has developed a chatbot for D-Link, helping the Taiwanese networking equipment maker automate a portion of its customer care services in Brazil.

The chatbot, named DAVI, is in fact a customized version of Sophie, Stefanini’s omni-channel virtual assistant.

“From now on, if the user has any questions, they can interact with the DAVI 24 hours, seven days a week,” says Alexandre Winetzki, director of R&D at Stefanini.

As the chatbot answers most of the frequently asked questions, call center agents at D-Link’s Brazilian offices can focus on more creative work, says the Brazilian IT outsourcing company.

If a Brazilian customer is looking for answers to technical questions on issues, such as a firmware update or installation, he does not need to call the customer care center run by D-link. Instead, he can consult the bot seen on the company’s website.

“….The DAVI can show the customer a video that clears up any confusion or triggers the electronic manual of the product,” says Ivanildo Miranda, D-Link’s business operation manager.

The chatbot will, however, not render the call center obsolete; agents there will continue to provide customer support from Monday to Friday during business hours.

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“We are making small adjustments with Stefanini to expand the percentage of problem resolution via chatbot, increasing the scope of services and improving the customer experience,” Miranda clarified.

To begin with, D-Link put together information about its best-selling products and created a ‘question and answer guide’ with the help of Stefanini. This data helped the Brazilin company develop a chatbot.

“This is the first Stefanini project totally focused on the final consumer,” Stefanini stated in a press release.

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