Onio

Leader in automotive retail providing above-standard services

Autonomous customer service.
Dynamic management of corporate knowledge.
Automatic offer generation.
„The virtual agent solves 80% of our chats. After its deployment, we are non-stop available to our customers around the clock, even during peak times.“

Tereza Přibylová, Customer Care Manager ONIO

CHALLENGE

X-Bot's role for Onio was to support the company's growth and stop increasement of the cost in unpromising activities. The aim of the project was to encourage investment into innovative progressive solutions and into creating a personal relationship with customers. Onio wanted to move forward in its vision of a fully digitized company.

Solution

X-Bot has been trained on real customer questions in chat, it also understands complex sentence structures and conjunctions. It enables quick assistance in product selection and in finding answers about product parameters. Offers Onio customers automated self-service options.

100% chat service by virtual agent

100% chat service by virtual agent

Automatic creation of company knowledge base

Automatic creation of company knowledge base

Personalized customer addressing

Personalized active addressing of the customer according to the displayed web content

RESULTS

630x

per month, the bot will help customers answer a query

83 %

conversations are handled by a virtual agent without the help of a physical operator

300x

per month will help customers after working hours

The Xolution virtual agent enables Onio to handle a large number of queries at peak times and provide quality customer service. Operators are not "bombarded" with questions and have time to focus on customer consultation questions.

Parameters

Selection of the appropriate product

according to customer preferences

Automatic generation

of personalised offers

Bot does not force the customer

to move in a pre-defined script

Editor for dynamic

knowledge management

Automatic identification

of customers according to their needs

Answering complexly

formulated customer questions

What the client said

„I can't imagine how we would work without the bot anymore!“

„We are so happy with the virtual agent that we plan to implement automation on our other sites as well. Our goal is to launch fully automated chat on our sites. This will give us the ability to give personal attention to our customers with special issues more efficiently.“

Tereza Přibylová, ONIO, Customer Support Manager

The company ONIO s.r.o. operates specialized online stores and industry portals. It has been operating on the market under this name since 2006. One of its online stores, Pneumatiky.cz, regularly ranks at the top of the prestigious Shop of the Year and WebTop100 competitions.

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