Chatbot
Natural Language Processing
Knowledge management
At Acerta customers rely on you for payroll, HR and legal advice, answering questions quickly is essential. Acerta handles a large volume of customer inquiries every day, making it increasingly important to provide timely support without putting additional pressure on its customer service teams.
With over 1,600 employees across Belgium, Acerta processes hundreds of daily inquiries and over 600,000 payroll calculations every month. Providing real-time support for such a vast customer base, which includes accountants, self-employed individuals, and companies, is no easy feat.
That's where Alix comes in. Developed by the experts at Raccoons, Alix is a virtual assistant designed to go beyond simply answering questions. She proactively guides customers and provides timely information, exactly when they need it.
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Increased efficiency by automating repetitive customer service tasks.
2
Improved customer experience through proactive and personalised support.
3
Optimised communication with proactive messaging based on customer data.
Unlike reactive chatbots, Alix is deeply integrated with Acerta's business logic. This allows her to understand key moments in their customers’ journey and offer assistance before they even ask it. For example, a payroll specialist logging in at the beginning of May might receive a helpful message from Alix about holiday allowances.
To make Alix truly shine, we worked closely with Acerta's experts to build contextual scenarios for various use cases. This ensures that Alix delivers the right information at the right time, creating a helpful experience for every customer. And thanks to its intuitive interface designed for advanced conversations, information is just a click away.
Acerta was clearly impressed with our experts’ work. They asked us to implement an ambitious multi-year roadmap to expand Alix's capabilities and integrate her across various platforms. This includes adding new "event" triggers, such as proactive messages that pop up when a customer clicks on a specific button on the website.
By continuously refining Alix based on data and customer feedback, Acerta shows their commitment to providing an exceptional customer experience that sets a new standard in the HR industry. Suffice to say that we were proud to help them on their journey!
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