Since the company has 200+ locations all over India, it wanted to improve its customer service, provide round-the-clock support, and personalise the shopping experience for its customers.

Due to the current customer service infrastructure, customers could not receive the level of service and support they needed and expected, leading to frustration and dissatisfaction. The company wanted to find a way to overcome these challenges and improve its customer service to retain and attract more customers.

Conversational AI

Viva provided an AI solution that enables natural language communication between humans and artificial intelligence systems. It provides a platform for businesses to automate and optimise customer interactions. This solution aimed to transform their customer service and provide a more convenient, personalised, and efficient shopping experience for their customers, as well as a few additional benefits and features such as:

• 24/7 availability, allowing customers to receive assistance at any time
• Automated responses to common questions, reducing wait times for customers
• Personalised recommendations and promotions based on customer preferences and past interactions
• Integration with existing customer relationship management (CRM) systems for a seamless experience
• Advanced data analytics and reporting, providing valuable insights into customer behaviour and preferences

Viva specialises in voice and data solutions with a significant focus on cloud telephony, WhatsApp for Business, contact centres, internet leased lines, managed SD-WAN as a service, AI voice bots, chatbots, and work-from-home solutions for enterprises.