Case Study: CRIF achieves frictionless credit support with Eudata’s Convy.AI

How CRIF is shifting the CX in the credit market using BOTs and Humans together in the same service

CRIF, a leading player in the Italian credit market, was seeing rapidly growing traffic on its corporate websites’ live chat channels, which made it hard for agents to handle requests efficiently and led to long wait times and customer dissatisfaction. To address this, CRIF worked with Eudata and its Convy.AI platform to improve customer experience across chat support.

Eudata implemented a conversational chatbot on top of the existing chat, combining bots and human agents in Convy.AI with Amazon Lex for natural language understanding. The solution automated 75% of support processes, handled more than 90% of requests autonomously, reduced escalation to real agents to under 10%, and supported 25% of conversations outside business hours; overall chat traffic grew by more than 300% and customer satisfaction reached 75/100.

CRIF

Beatrice Rubini

Personal Solutions & Services Director