A Proactive Digital Customer Assistant

The Business Challenge

• Acerta's customer service team processes hundreds of inquiries daily, ranging from payroll calculations to legal advice for accountants.
• With over 1.600 employees across 28 offices in Flanders, Brussels, and Wallonia, Acerta handles more than 600.000 payroll calculations per month.
• Serving as the HR partner for 6.000 accountants, 300.000 self-employed persons, and 55.000 companies, Acerta needed to automate these tedious tasks and provide real-time customer service.

The Solution

• We developed a Virtual Assistant named Alix, deeply integrated with Acerta's business logic.
• Defined rules and triggers for key moments in the user journey to drive the assistant’s conversational flow.
• Built contextual scenarios for various use cases with Acerta's experts, ensuring Alix provides the right information at the right time.
• Created an intuitive interface to design advanced conversations, fully integrated into Acerta's platform for easy access to information.
• Implemented a multi-year roadmap and target architecture to scale the virtual assistant across various platforms for a better customer experience.

Impact Created

• Automated repetitive tasks, allowing Acerta to provide real-time service to customers.
• Improved customer experience by proactively delivering the right information through Alix.
• Enabled Acerta to send proactive messages based on data and business logic, enhancing customer interaction and satisfaction.
• Streamlined access to necessary information, reducing the workload of Acerta’s customer service team and improving efficiency.