ADT Supports Their Customers 24/7 and Ensures an Amazing Experience

ADT Supports Their Customers 24/7 and Ensures an Amazing Experience

They are dedicated to attending to all kinds of emergencies (break-ins or robbery, medical, fire and panic) in households or companies. They are known worldwide for their efficient monitoring system combined with cutting-edge technology and human resources.

  • More than 140 years of experience
  • More than 215,000 customers
  • More than 900 collaborators

Problem

The Constant Need for Responsiveness

Before implementing Aivo’s solutions, ADT faced two big problems: they had reduced customer service hours and they could answer only a limited number of inquiries simultaneously. This prevented them from fully satisfying their customers’ needs on time.
In order to provide the service they were looking for, together with Aivo they created Olivia, a virtual assistant powered by artificial intelligence.

“The experience was excellent, and the implementation and the way we learned to use the tool were quick and simple.”

Gustavo Volonterio | Contact Center Manager, ADT

Objectives

Business Focus: Customer Experience

Their goal was to improve and prioritize customer experience by implementing an omnichannel and customer-centric strategy.

ADT wanted to ensure their entire business was focused on customer experience and that all customers had the same experience, whether they contacted the company through WhatsApp, Facebook, its app or website.

The company was also looking to give their employees technological tools that would help them increase efficiency and productivity within their teams. This way, customer experience would also improve.

“We are guided by a purpose that’s driven by the customer, focused on the future and setting the customer as a priority, offering cutting-edge products and technologies, and providing accessible contact channels.”.

Gustavo Volonterio | Contact Center Manager, ADT

How Does Olivia Help Customers?

ADT wanted their customers to have help available at any time. Aivo helped them develop a chatbot that would provide accurate and up-to-date information immediately.
In order to nourish it, they connected Olivia to their own knowledge base. This way, the AI bot is capable of suggesting support content and help articles, guiding customers through troubleshooting their problems.
As a result, the company improved user experience, and users can now find answers to their questions and access content more easily.

Olivia answers questions regarding:

Technical support

General inquiries

Billing concerns

Sales of additional
services

Customer loyalty and retention

Olivia and the Results

Since using Aivo, ADT tripled the amount of interactions:

Before Aivo

300

Monthly
communications

Since using Aivo

10k

Monthly
communications

Service 24 hours a day

Can solve several inquiries simultaneously and smoothly

Waiting time has been eliminated.

The bot is capable of addressing 95% of the inquiries it receives.

"Customers are more and more demanding. While the phone is the preferred channel when submitting claims, the user chooses how, when and what channels they use to contact us."

Gustavo Volonterio | Contact Center Manager, ADT

"Customers are more and more demanding. While the phone is the preferred channel when submitting claims, the user chooses how, when and what channels they use to contact us."

Gustavo Volonterio | Contact Center Manager, ADT

AgentBot + Integrations

Strengthening Human Agents with Artificial Intelligence

One of the great features Aivo has developed for products like AgentBot is the possibility of implementing native integrations devoted to customer experience. In this case, Aivo joined forces with Zendesk to support ADT with their omnichannel strategy in customer service.
With the integration of AgentBot and Zendesk Support, ADT can now automate customer service processes and speed up the generation and resolution of support tickets. In this way, customers increase their satisfaction level and solve their inquiries much faster.

The Future for ADT: Keep Focusing on the Omnichannel Strategy

ADT plans to keep upgrading their platform in order to continue increasing their efficiency and automating more processes. They also want to add WhatsApp Business as a new communication channel with their customers, as well as revamp their customer app, help center and virtual office. This is all to keep improving customer experience and promoting the use of digital channels. We’ll continue to partner with ADT in order to improve customer experience when it comes to providing the best customer service.

What does ADT value most from Aivo?

Quick and simple implementation

Ability to develop an omnichannel and self-service experience

Teams that are always willing to guide them

Having chat available 24 hours a day, 365 days a year

Great user experience

Start changing the future of your conversations

Start changing the future of your conversations