Manager Consumenten Contact,
ATAG Benelux
Lovely Customer
Lovely Customer
Kim is ATAG's digital customer support champion. Available round-the-clock, she troubleshoots household appliance issues using conversational narrowing to identify specific models and problems. From resolving refrigerator ice formation to scheduling technician visits, Kim delivers precise solutions when customers need them most – even during evenings and weekends when people are actively using their appliances.
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Handling over 6,000 monthly inquiries, Kim maintains service excellence without expanding the support team. By utilizing conversational narrowing to identify specific appliance models and issues, Kim delivers precise solutions tailored to each customer. This efficiency allows ATAG to manage high volumes of technical support requests with accuracy and reliability – ensuring customers get help when they need it most, even during evenings and weekends.
As ATAG's customer inquiries grew more complex and often occurred outside regular business hours, the company needed a solution that could provide technical support when customers were actively using their appliances. Rather than expanding their call center hours, ATAG implemented Kim, an intelligent digital assistant fully integrated with their knowledge base. Available 24/7 through a user-friendly self-service approach, Kim serves as an instant technical resource, asking targeted questions to narrow down specific appliance models and issues.
Equipped with access to over 140,000 knowledge articles including FAQs, manuals, and product details, Kim handles troubleshooting efficiently. For customers experiencing malfunctions, Kim can either provide step-by-step resolution instructions or arrange for a technician visit when necessary. This approach enables ATAG to maintain high-quality customer service while significantly reducing the workload on their human support team.
Quickly accesses multiple knowledge sources to solve customer inquiries with precision.
Add visual and source-based evidence to enhance understanding.
Carries out tasks like making appointments, processing orders or completing actions based on customer requests.
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Kim's 24/7 availability allows customers to independently resolve appliance issues anytime, enhancing satisfaction and reducing the need for direct support during business hours.
Using conversational narrowing techniques, Kim identifies specific appliance models and issues to deliver precise, tailored solutions from ATAG's comprehensive knowledge base.
Our expanding Kim's capabilities across multiple brands in the Hisense Group, including Hisense, ASKO, Pelgrim, and Etna, each with their own digital assistant to provide consistent support and gradually move toward a fully self-service model for all aspects of customer support.
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