Fatture In Cloud Automates 60% of Customer Service with Customerly AI, Achieves 15s Response Time and 20% CSAT Increase

Success Case: AI Implementation in Fatture in Cloud

TeamSystem Fatture in Cloud, a leading platform in the Italian market for invoice management, has seen remarkable improvements since adopting Customerly's AI services. By leveraging Aura, AI Intents, and AI Mission, they automated 60% of their customer support queries, allowing for seamless end-to-end handling.

Context and Objectives

TeamSystem Fatture in Cloud decided to implement artificial intelligence to optimize customer service using Customerly AI. The goal was to improve efficiency in managing a large number of clients, reduce response times, and increase customer satisfaction.

"The AI is achieving a 78% positive response rate in CSAT, compared to 65% by our actual customer support team."

CarolaHead of Customer Service @ Fatture In Cloud

Main Pain Points

1. Negative Experiences with Traditional Chatbots:

   • Limitations of traditional chatbots that provided only predefined responses.
   • Difficulty for customers in finding precise and relevant answers, often preferring human interaction.
   • Complexity in handling conversations that required a high degree of customization and understanding of context.

2. Complex Request Management:

   • Challenges in handling specific and particular customer requests.
   • Need to gather and manage detailed information to provide effective and timely support.
   • High volume of requests: circa 30-60k conversations a month.
   • Difficulties in scaling the team during spikes (seasonal business).
   • High and lengthy costs associated with training new support reps.
   • Customer satisfaction dependent on the mood of individual support reps.
   • Missed cost opportunities due to low-level tasks.

Implemented Solutions

1. Use of the Knowledge Base:

   • AI training based on Fatture in Cloud's extensive Knowledge Base.
   • Continuous updates to reflect software changes and new features.

2. Generative Artificial Intelligence and Predefined Rules:

   • Customerly AI uses the power of GPT3.5 and GPT4o with proprietary technologies to respond to and manage support tickets with the best quality.
   • Implementation of specific rules to identify and manage complex situations, improving response accuracy.

3. API Integration:

   • Planning for API integrations to enhance AI awareness of specific customer situations, making responses even more personalized and relevant.

Implementation Process

1. AI Training:

   • AI training began in January 2023, with continuous refinement based on feedback and conversation analysis.
   • Testing on different customer clusters to evaluate response effectiveness and optimize performance.

2. Ticket Management:

   • The AI responds to requests using the Knowledge Base and applying predefined rules to manage complex situations, such as handling double transactions.
   • Monitoring conversations to ensure responses are precise and empathetic.

3. Demos and Tests:

   • Simulations of real conversations to evaluate and demonstrate AI effectiveness.
   • Examples of empathetic and precise AI responses that exceeded customer expectations.

"As of today, we have achieved about 60% of incoming tickets being correctly handled by AI, with continuous growth."

CarolaHead of Customer Service @ Fatture In Cloud

Outstanding Results

Percentage of AI-Managed Responses:

• The AI successfully managed 60% Support Requests Automated, significantly reducing the support team's workload.

Customer Satisfaction:

• Customer satisfaction increased by 20%, with a significant rise in positive responses compared to the period before AI implementation.

Response Times:

• Automated AI responses were provided in just 15 seconds, drastically improving the customer experience.

Key Points

Negative Experiences with Traditional Chatbots:

• Limitations in responses and difficulty in contacting a human operator.

Customerly AI Solutions:

• Use of an updated and comprehensive Knowledge Base.
• Generative artificial intelligence and predefined rules to enhance response effectiveness.
• Planning for API integrations for more personalized support.

Implementation Process:

• Initial and continuous AI training, testing on customer clusters, and simulations of real conversations to evaluate performance.

Results:

• 60% of conversations managed by AI, 20% increase in customer satisfaction, and response times reduced to 15 seconds.
• Ability to handle more revenue-generating tasks such as webinars, one-to-one success meetings, content organization, and optimization.

Conclusion

The integration of Customerly AI in Fatture in Cloud led to a significant improvement in the efficiency and quality of customer service. This success case demonstrates how AI technology can free human resources from low-value tasks, allowing them to focus on more complex and strategic activities while simultaneously enhancing the overall customer experience.

"Freeing the customer support team from basic requests allows them to increase product knowledge and focus exclusively on higher-level issues."

CarolaHead of Customer Service @ Fatture In Cloud