Foreseeing the future: Together with Aivo, Disal bets on innovation in the Publishing Industry

In a market strongly affected by technology in recent years, foreseeing changes and innovating is the key to survival. Always one step ahead, this company, pioneer in distributing and marketing books, found a new path using artificial intelligence. This is their story.

Founded in 1968, Disal has been one of the largest distributors of books and teaching materials in Brazil for more than 50 years. In November 2018, the company upgraded their Marketplace and e-commerce model with Clara, an AI-powered chatbot created by Aivo, in order to boost sales, optimize time, and reduce costs.

  • Catalog with more than 300,000 titles
  • Works with more than 300 publishers
  • 16 stores of their own

Goals

Provide customized, high-quality customer service.

Become market leaders in cultural product distribution.

Be a model for logistics and customer service.

Share the knowledge.

Goals

Provide customized, high-quality customer service.

Become market leaders in cultural product distribution.

Be a model for logistics and customer service.

Share the knowledge.

A character that comes to life

Before using Artificial Intelligence for customer service, the Disal team would receive 4,000 daily orders by telephone. Demand was even higher at the beginning of the school year, which slowed down purchasing and distribution processes. So, they faced the following question: How could they take advantage of technology in order to enhance the site’s service throughout the year and not only in periods of higher demand? In order to achieve this goal, and with the help of Aivo, they created Clara, an AI-powered virtual assistant.

"Aivo’s support has been fundamental in helping us with insights
and new features we are implementing."

Francisco Canato | Disal Director

How does Clara help their customers?

Today, Clara answers online questions 24/7 naturally and with a defined personality, adapting answers based on continued learning. The chatbot can find a specific book, track orders, provide information about school textbooks, etc. Additionally, it can integrate with other systems and add complements. The result? Significant improvements in customer experience, time optimization, and company growth.

How does Clara help their customers?

Today, Clara answers online questions 24/7 naturally and with a defined personality, adapting answers based on continued learning. The chatbot can find a specific book, track orders, provide information about school textbooks, etc. Additionally, it can integrate with other systems and add complements. The result? Significant improvements in customer experience, time optimization, and company growth.

Clara answers questions regarding:

Order status

Delivery times

Password recovery

Exchanges and returns

Store addresses and telephone numbers

Books and series-related questions

School lists and more

Clara answers questions regarding:

Order status

Delivery times

Password recovery

Exchanges and returns

Store addresses and telephone numbers

Books and series-related questions

School lists and more

Results

90%

of the questions are resolved without needing a human agent

1 min

is the average service time

Currently, Disal keeps on growing and providing automated customer support 24 hours a day. This allows the salespeople to dedicate their time to completing more complex tasks while the chatbot completes its own. Customized experiences, faster service, and constant growth are some of the results the company celebrates today, and that they plan to continue developing in the future.

Results

90%

of the questions are resolved without needing a human agent

1 min

is the average service time

Currently, Disal keeps on growing and providing automated customer support 24 hours a day. This allows the salespeople to dedicate their time to completing more complex tasks while the chatbot completes its own. Customized experiences, faster service, and constant growth are some of the results the company celebrates today, and that they plan to continue developing in the future.

"The customer profile has changed in the last few years, and Disal is adapting to this new consumer who is even more demanding in regards to new experiences and multichannel service."

Francisco Canato | Disal Director

Disal’s future vision

“Our success to this point has been so huge that the company is already assessing other areas where AI can be implemented”, says Francisco Canato.

Consequently, Disal is considering implementing automated service in their telephone channels. This is where Voice comes into play, an AI solution combining human empathy with everyday dialogue within telephone customer service communication. The goal is to keep evolving and introduce their virtual assistant to more channels. We’ll keep working together with Disal in order to provide amazing experiences and contribute to the spread of knowledge.

Start changing the future of your conversations

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