Case Study: Grupo Petersen achieves a 96% resolution rate with Aivo by Engageware

Grupo Petersen achieves 96% resolution with Engageware

Grupo Petersen was struggling with a failing chatbot that had limited intent recognition, leading to incorrect answers and negative customer feedback that pushed users away from digital channels. They turned to Engageware and its Aivo product to solve this challenge.

By implementing Aivo from Engageware, Grupo Petersen achieved a 96% resolution rate for customer interactions across its four banks. The solution led to a 500% increase in automated query volume, reduced average support time to under one minute (a 46% reduction), and drove a 40% increase in positive customer feedback.

Grupo Petersen