With the help of Compass UOL, Ancar Ivanhoe's virtual assistant, Ana, maps consumer behavior to deliver personalized services
With 50 years' experience, 26 enterprises, and over 5,700 stores in five regions of Brazil, Ancar Ivanhoe counts on a strong management team dedicated to providing unique and innovative shopping experiences to more than 30 million consumers who visit the malls of the group every month.
Counting on the support of Compass UOL, the company's first virtual assistant integrates the consumers' online and offline journeys and offers more human-like interactions. The biggest differential is the automatic mapping of the consumer behavior to deliver personalized products and services.
Ancar Ivanhoe challenged us to create a smart chatbot platform that used artificial intelligence to map consumer behavior and provide more assertive customer services.
As a solution, we structured the flows using Dialogflow ES as an NLP engine and thus managed to assign a process for inserting new content and issuing reports containing chatbot data through a structured method of conversation curation.
Update to the technology and restructuring of the new chatbot.
Restructuring of the new transfer tool.
Implementation of a new application monitoring tool and use of NLP in all required flows.
Balance of intent examples.
Rewriting of flows to comprise interactions regarding specific topics.
Creation of the virtual assistant and tone of voice.
Chatbot redesign with more humanized conversation features.
Assembly of the team and curation process.
Assembly of the team and curation process.
13 shopping malls
with virtual assistant and new rollouts expected for 2023.
User retention above 75%
between 2021 and 2022.
62% of ratings
assessed as "excellent" and "good".
Engaged team,
with business knowledge and agile development.
Average of 80%
answer rate.
21k
active users.
190k
messages received.
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