AI/Cognitive BOT and Omnichannel for Urban Mobility

Initiate an automated digital channel, capable of real-time responses, tailored to address Frequently Asked Questions.

Integrate a:

• CX Advisers Pool: specializing in  post-sale tasks for both drivers and passengers through the app.
• Supply Back Office: for the activation of new drivers’ and the modification of personal data.

• Comprehensive reimagining of the end-to-end customer journey.
• Deployment of a Chatbot tool designed to automate responses for both driver and passenger FAQs.
• Bot identifies the nature of the inquiry and city, facilitates the provision of information, and prompts for any further required details.
• Robust support for passengers  and drivers regarding queries and incidents.

• Holistic solution by Atento that seamlessly merges human intervention with digital channels, covering every facet of costumer registration.
• Advanced chatbot Integration across platforms like Facebook, WhatsApp and the Zendesk CRM.
• Automated response mechanism that provide multimedia and user-friendly interactions for FAQs.
• A versatile chatbot, enhanced with carousels and images.

• Successfully scaled to bolster a rapidly expanding operation. 
• Surpassed quality indicators, averaging at 87%, which is above the set target of 85%, within a span of just 5 months.
• Efficient resolution of over 10,000 cases on a monthly basis.