Case Studies

Learn About our Clients Success Stories

Insurance case

Problem: Offer alternative channels to Tranquilidade customers and increase the service level automating processes.

Solution: The implementation of chatbot on the client’s website decreased the number of calls by offering alternative channels to customers, automated and optimized processes and also increased sales.

Results: Within two weeks of initial implementation, the chatbot joined the Tranquilidade team as another valuable member. Since then, its responsiveness, functionality and specificity are easily changed and improved every day. Notably, in eight month the initial average of 290 chatbot different users per day was about 1000 and automatic conversations reached approximately 70% of response efficiency where human assistance was not required to fulfill the request. Yet, the highlight is the commercial lead conversion rate of 10% since month one (180 sales until October 2019). By way of example, from June until October 2019 the chatbot counted 118 claims participations and from August until October 2019 the issuing of insurance documentation duplicates had 116 submissions.

Future projects: Tranquilidade intends to surprise with all their new projects, offering improvements and innovation to services and user experience. Especially, the most wanted is the opening of the WhatsApp channel, with the incorporation of the chatbot: a new, more practical, higher expectations channel to communicate with the public.

Response Efficiency
Lead Conversion

Bank case

Problem: Banco Best needed to increase the engagement with the online customers and to have a channel available 24 hours a day everyday. Moreover, Banco Best needed to interact more with these customers to learn with them and be able to offer the appropriate services in the appropriate way.

Solution: The implementation of BEA (BEST Electronic Assistant) on Banco Best website – a chatbot based on AI and automation – offers an alternative channel to online customers. As a result, Banco Best currently has 100% AI chatbot machine working with

Results: The Innovation and New Partnership team didn’t spend more than 10 minutes a day on BEA in October 2019. This was possible due to the fact that BEA automatic conversations had 82% response efficiency where human assistance was not required to fulfill the request. In addition, these results made it possible for Banco Best not to have a full-time live agent on the chat.
BEA allows Banco Best to personalize customer interactions and increase their engagement. Furthermore, the chatbot also opens more opportunities to help, inform and direct customers and to connect, learn and improve with and for them.

Future projects: Banco Best wants to continue growing and accepting challenges with a positive impact on the customers with the support of For instance, the implementation of a chatbot on Banco Best’s Whatsapp.

Solved problems accessing homebanking (October, 2019)
Response Efficiency

Agency case

Problem: One of Heineken’s promotions faced the challenge: automating and optimizing the processes of downloading, reading, validating and awarding coupons manually.

Solution: The incorporation of chatbot that is capable of reading coupons automated the awarding of their prizes.

Results: chatbot had in October 2019 an efficiency rate of 60% which that was not higher due to a very strict requirement for human validation.
Also, the implementation of a chatbot is another contact opportunity, another channel that allows the company to return to the customer-initiated conversation and communicate more information about this or other promotions.

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