Druid announced signing a partnership with iStyle, the biggest Apple Premium Reseller store chain in Eastern and Center Europe, to come up with and develop a chatbot that would make more efficient tech support activities offered by iStyle Service to clients in Romanian capital Bucharest. The service will be extended in 6 other European countries bu the end of the year.
The partnership with Druid came as iStyle wanted to make more efficient and automate the activities that are repetitive and consume time in the service desk area. In present, the same agent is involved in taking over demands, filling in the client data, identifying the reported products and defects, service programming, the management of client relation and the effective solving of the reported events. The identified solution was to project and train a chatbot that would free the agent of any activity that can be automated, so that they can allocate more time to productive and money producing activities within the service.
Nicknamed Alex, the new digital colleague from iStyle was trained to answer 10 types of services for the 50 products in iStyle portfolio. Alex answers directly to the usual questions, without needing the human agent. In case an incident is reported, Alex asks the questions needed to fill in a client form, takes over the reported defect, extracts automatically the phone model and the demanded service, offers instant the price quotation and schedules the repair to one of the authorized iStyle services. Moreover, Alex verifies and notifies the client over the repair status by integrating with Salesforce.com, the internal CRM system used by iStyle. Alex uses NER (Named Entity Extractor) function for 100% accuracy in filling in data automatically.
iStyle, as representative Premium Reseller for Apple, represents in its own a statement of quality, performance and viability. I am happy Druid associates with those values and that our tech was selected to improve even more the digital experience of iStyle clients
Druid is the only Romanian company specialized in developing intelligent virtual assistants dedicated to complex processes Enterprise type and one of the few global providers that covers all types of implementations – cloud, hybrid or on-premise. Hundreds of conversational patterns pre-configured on roles, processes and industries insure the launch in production in just few weeks
iStyle, part of Midis Group, is the biggest network of Apple Premium Reseller store network in Center and Eastern Europe. Via its 43 retail and online stores, iStyle offers a full range of Mac, iPad, iPhone, Apple Watch and Apple TV, together with an impressive portfolio of accessories and software. The first iStyle store was opened in 1999. In Romania, there are 10 iStyle stores serviced by 70 employees.