Differentiated Customer Experience

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 outside of customer service business hours.

We 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, our world premiere omni-channel virtual assistant, was implemented through a Business Process Outsourcing (BPO) process.

This is our first 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. The call center team provides customer support from Monday to Friday during business hours.

Differentiated Customer Experience

To offer a differentiated experience to its customers, D-Link put together information about their best-selling products and partnered with us 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.

Sophie 3.2

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 our 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.

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Stefanini's solution has proven to be quite effective. We are making small adjustments to expand the percentage of problem resolution via chatbot, increasing the scope of services and improving the customer experience.

Ivanildo Miranda

Business Operation Manager at D-Link in Brazil

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