Ancar is one the largest shopping center companies in Brazil, with a history of more than 50 years, 26 enterprises, and over 5,700 stores in five regions.
Ancar counts on a strong management team dedicated to providing unique and innovative shopping experiences to more than 30 million consumers who visit the group’s malls every month.
Counting on the support of AI/R Compass UOL, the company launched its first virtual assistant, integrating consumers’ online and offline journeys and offering more human-like interactions.
Ancar challenged AI/R Compass UOL to create a smart chatbot platform that used artificial intelligence to map consumer behavior and provide more assertive customer services.
Leveraging the understanding of customer behavior to gain valuable insights through AI-powered chatbot.
As a solution, AI/R Compass UOL structured the flows using Dialogflow ES as an NLP engine and thus managed to assign a process for inserting new content and issuing reports containing chatbot data through a structured method of conversation curation.
- Technology update and restructuring of the new chatbot
- Restructuring of the new transfer tool
- Implementation of a new application monitoring tool and use of NLP in all required flows
- Rewriting of flows to comprise interactions regarding specific topics
- Creation of the virtual assistant and tone of voice
- Chatbot redesign with more humanized conversation features
- Assembly of the team and curation process
- Use of curation tools able to review interactions with ease
13 shopping malls with virtual assistant and new rollouts expected for 2023, with 21k active users and 190k messages received
User retention above 75% between 2021 and 2022 and average of 80% answer rate
62% of ratings assessed as “excellent” and “good”
Engaged team, with business knowledge and agile development
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