Loviz, an internet provider from Curitiba-PR, which is a great partner of Anlix, dedicated to offering high quality services, recently implemented the Lizzie, the Artificial Intelligence developed by Anlix. The adoption of this technology aimed to improve customer service and optimize network problem-solving. The results were surprising and deserve to be highlighted.
The Solution: Lizzie, Anlix's AI
Lizzie is designed to assist in diagnosing and resolving network issues, providing agents with a solid foundation of information from the beginning of the call. AI provides a detailed customer diagnosis in one click, in less than 1 minute. This functionality is crucial, as it allows agents to address customer issues with greater credibility, efficiency and agility.
Lizzie's benefits proven by Loviz
The benefits of Lizzie quickly became apparent to the Loviz team. Here are some of the key points highlighted by Henrique, Loviz’s Customer Service Lead:
1. Fast and Efficient Diagnosis
Lizzie provides an accurate initial diagnosis through SOS function, identifying points of attention in the client's network and directing the team towards specific actions. This facilitates making quick and informed decisions.
2. Real-Time Customer Information
Have immediate access to crucial information of the customer network allows agents to better understand the context of problems, resulting in more personalized and effective service.
3. Credibility and Trust in Customer Service
Lizzie’s ability to provide important and relevant details during support increases the credibility of the agents. This is essential not only for resolving technical issues, but also for strengthen the relationship with the customer.
4. Continuous Improvement
Although the initial implementation presented some challenges, such as response time, the Anlix team worked diligently to optimize Lizzie's performance, resulting in an increasingly efficient system.
5. Impact on Customer Satisfaction
Customer satisfaction is a top priority for Loviz, and Lizzie has played a key role in this regard. By providing detailed and targeted information, AI helps customers avoid frustration by avoiding multiple customer service calls or repeating their complaints.
Furthermore, the ability to solve problems effectively and with a human touch makes customers feel valued and understood.
Conclusion
Loviz’s adoption of Lizzie demonstrates how technology can be a powerful ally in improving customer service. The combination of accurate diagnoses, real-time access to customer data and the ability to make problems tangible, going beyond superficial factors, has transformed the customer experience from Loviz.
Lizzie not only solves technical problems, but also strengthens Loviz’s trust and credibility with its customers, resulting in a superior service experience. Anlix is proud to be part of this transformation, always providing innovative and effective solutions to the challenges faced by Internet Service Providers.
