Locaweb

Locaweb supports its more than 280K customers with automated and humanized technology

Locaweb was founded 20 years ago but its purpose never changed: helping entrepreneurs from all over Brazil to thrive. Watch what happens when pioneerism and innovation are a key piece in a company.

The brazilian company, of about 1 thousand employees, aims to help the development of those who seek success in their business through internet services. Locaweb offers a wide range of services and supports more than 280,000 customers.

As of mid 2016, the company decided to deploy a virtual assistant in their Help Center after realizing that a considerable number of queries were relatively simple doubts. In addition to this, their main type of client, site developers, had a more adept profile to digital channels in matter of technical support.

When the search started, the support team at Locaweb knew they needed to have total control over the bot; specially to edit content, train the bot and make changes in real time, without depending on a provider to make adjustments.

Goals

Locaweb’s goal is to provide a customer experience that is based in three main pillars:

  • Speed of support
  • Quality of answers
  • Human relationship

“When looking for a virtual assistant, the main characteristics we were looking for were simplicity, flexibility and management autonomy.”

Allan Diniz
Gerente de planeamiento y Calidad de Atención

How it works

As soon as it was installed, AgentBot started handling the routine questions and other simple cases by answering automatically. When it comes to more complex situations that demand greater depth of analysis or technical assistance, ir transfers the conversation to a human agent.

The bot is daily trained to answer correctly the main doubts. An important feature of Locaweb’s virtual agent is that it has been customized to understand the same issue related to different products.

How it works

As soon as it was installed, AgentBot started handling the routine questions and other simple cases by answering automatically. When it comes to more complex situations that demand greater depth of analysis or technical assistance, ir transfers the conversation to a human agent.

The bot is daily trained to answer correctly the main doubts. An important feature of Locaweb’s virtual agent is that it has been customized to understand the same issue related to different products.

And see how they did it

Experience & Results

The main topics AgentBot takes care of are:

  • Registration
  • Web Hosting
  • Collection
  • Reselling
  • Website building
  • New contracts and modifications of plans
  • Product acquisition
  • Simple Inquiries
  • General Information

As a result, little less than 50% of all customer contacts are being solved only by AgentBot, without the need for human interaction.

Since the implementation, the outcome has been very positive. Although customers notice that they are talking to a virtual assistant, there’s a humanization in the response through the registration of words, regionalisms and ways of asking. This way, the bot identifies the intention and provides the best response for each person and situation.

“When we talk about support, we are talking about being able to express ourselves, being heard and understood. Although we don’t know what support will be like in the coming years, we believe that it will continue in this line; automated but always humanized.”

Ana Chaves
Customer Support

+320k

Conversations

+40%

Retention

0:45′

Average support time

Experience & Results

The main topics AgentBot takes care of are:

  • Registration
  • Web Hosting
  • Collection
  • Reselling
  • Website building
  • New contracts and modifications of plans
  • Product acquisition
  • Simple Inquiries
  • General Information

As a result, little less than 50% of all customer contacts are being solved only by AgentBot, without the need for human interaction.

Since the implementation, the outcome has been very positive. Although customers notice that they are talking to a virtual assistant, there’s a humanization in the response through the registration of words, regionalisms and ways of asking. This way, the bot identifies the intention and provides the best response for each person and situation.

“When we talk about support, we are talking about being able to express ourselves, being heard and understood. Although we don’t know what support will be like in the coming years, we believe that it will continue in this line; automated but always humanized.”

Ana Chaves
Customer Support

+320k

Conversations

+40%

Retention

0:45′

Average support time

And see how they did it

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