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SOUTHFIELD, Mich., April 03, 2019 (GLOBE NEWSWIRE) -- Stefanini, a $1B global IT provider, announced today that the company developed for D-Link, a global leader in connecting people, companies and cities, a new chatbot channel in Brazil, called DAVI. The customized version of Sophie, Stefanini’s world premiere omni-channel virtual assistant, was implemented through a Business Process Outsourcing (BPO) process.
This is the first Stefanini project totally focused on the final consumer (B2C). The solution is designed to provide D-Link customers the support they need to address any issues related to the use of the brand's core products. Alexandre Winetzki, director of R&D at Stefanini, explains that the call center team provides customer support from Monday to Friday during business hours.
"From now on, if the user has any questions, they can interact with the DAVI 24 hours, seven days a week. The plan includes the opening of calls through chatbot, allowing attendants to focus on more complex support issues, benefiting the customer,” said Winetzki.
According to Ivanildo Miranda, D-Link's business operation manager, the solution has proven to be quite effective.
"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," said Miranda.
Differentiated Customer Experience
To offer a differentiated experience to its customers, D-Link put together information about their best-selling products and partnered with Stefanini to create a question and answer guide that was inserted in the chatbot. When the customer enters the D-Link site for technical questions, such as a firmware update or installation, the platform assists users who no longer need to speak to an attendant. “Our goal is to improve the interaction with the customer through the offer of technical support via chatbot,” said Miranda. “For example, the DAVI can show the customer a video that clears up any confusion or triggers the electronic manual of the product, avoiding loss of time.”
Sophie, already used successfully by several clients in Latin America, the U.S., and Europe is available in version 3.2 and responds in 44 languages. Implemented in diverse segments, such as industry, retail, insurance and government, the platform can be incorporated into all of Stefanini's offerings in Information Technology Outsourcing (ITO), Business Process Outsourcing (BPO) and call center, like most large systems of IT Service Management (ITMS) and Customer Relationship Management (CRM) available in the market.
"The project developed for D-Link reinforces how BPO services can leverage the transformation of transactional or standardized processes through our digital solutions, bringing better experiences to our customers' clients," said Alexandre Vômero, director of BPO from Stefanini Latin America.
Stefanini (www.stefanini.com) is a Brazilian multinational with 30 years of experience in the market, investing in a complete innovation ecosystem to meet the main verticals and assist customers in the process of digital transformation. With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation.
Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO).
With a presence in 40 countries, Stefanini was named the fifth most internationalized company, according to the Dom Cabral Foundation ranking of 2017.
D-Link helps you connect to more of everything with our innovative approach to computer networking. From relatively modest beginnings in Taiwan, the company has grown over the last 25 years into an exciting global brand offering the most up-to-date network solutions. Whether it is to suit the needs of the home consumer, a business or service provider, we take pride in offering award-winning networking products and services. We will continue to lead the way in building networks for people around the world.