Deghi optimizes customer support with Convy.AI

Deghi s.p.a. was facing rapid growth in its business and, with it, an exponential increase in customer support requests. The manual management of each ticket was becoming increasingly complex and costly, causing:

• Long response times: customers were waiting hours or days to receive support, directly impacting their satisfaction.

• Excessive load on operators: the team dedicated to customer support was overwhelmed with repetitive and routine requests, reducing the time available for more complex queries.

• Inconsistency in responses: the lack of a centralized system led to fragmented or non-uniform information across different channels (chat, email, social).

• High operational costs: maintaining a large team to handle repetitive requests was becoming increasingly unsustainable.

• Difficulties scaling: without automation, every spike in requests required rapid increases in personnel, risking inefficiency and customer dissatisfaction.

The objective was clear: optimize customer support, improve customer experience, and reduce operational costs, without sacrificing service quality.

Automation of key processes with Generative Artificial Intelligence and adoption of Convy 6 for chat and WhatsApp, ensuring faster responses and centralized support.

More efficient management of request peaks, reduction of times and costs per interaction, and a faster and more consistent customer experience thanks to automated FAQs.

Thanks to the implementation of the Convy AI solution, we have optimized customer support through chatbots, reducing the need for human operators by 70%. This has freed our operators from simpler tasks, allowing them to focus on more delicate and strategic duties to ensure the best possible experience for customers.

In less than 6 months, we implemented for Deghi, one of the leading Italian retailers, a voice and digital customer care system, leveraging Generative Artificial Intelligence to offer innovation, efficiency, and economic sustainability. This demonstrates how our technologies are the right choice to achieve concrete and measurable results.