CRIF – Optimizing the Digital Customer Experience in the Credit Sector

CRIF, leader in the Italian credit market, has decided to revolutionize its digital Customer Experience to respond to an increasingly competitive and digital market. With the exponential increase in traffic on corporate websites and the growing complexity of customer requests, it was essential to find a solution that combined efficiency, speed, and quality of support.

Thanks to the adoption of Convy.AI, CRIF has integrated intelligent chatBOTS and human operators into the same service, creating a frictionless customer experience, available 24/7. This innovative approach has allowed for the automation of much of the support processes, reducing waiting times and ensuring a consistent and reliable service for both customers and business partners.

In this success story, we see how CRIF has addressed the challenges of digital customer service, implementing advanced automation and artificial intelligence solutions to radically transform the management of requests and improve user satisfaction.

CRIF had to manage a significant increase in requests on the live chat, reducing wait times and improving customer satisfaction.

CRIF has introduced a conversational chatBOT on Convy.AI, integrating human agents and BOTs in the same service.

The traffic on the live chat has increased by 300%, less than 10% of the conversations required escalation to an agent, and 25% of the requests were handled autonomously by the BOT

The goal of projects like this is to significantly elevate the level of customer satisfaction, offering them a faster, more efficient, and consistent experience.

Convy.AI, thanks to its ability to have BOTs and human operators collaborate, has allowed CRIF to optimally balance staff time and the satisfaction of its clients.