Founded in 1990, AGCO Corporation is a global leader in design, manufacturing and distribution of state-of-the-art agricultural equipment and farming solutions.
The Challenge
To increase process efficiencies, digitize customer service and reduce time to value for dealers by implementing an intelligent and responsive conversational AI-driven solution.
The Solution
To help AGCO automate mundane,time-consuming tasks, Persistent came up with an intelligent Conversational AI solution leveraging Kore.ai. This allowed customer support teams to focus on more complex, higher-value interactions. The chatbot not only uses automation to eliminate the lower value interactions but also provides fast and personalized answers in three languages – English, German and French. This enables the customer support teams at AGCO to provide more efficient service and greater value to their large dealer community. The Persistent team helped the client identify the 30 most common use cases, covering a large portion of the most frequently submitted requests to AGCO customer support. These use cases were then compiled into 22 scripts, to cover the initial 30 cases. The team also provided training in low code to AGCO staff so that they are able to add new use cases going forward. The chatbot supported customer service, technical service and digital e-commerce channels and the botdriven workflow automation increased business agility considerably. With instantaneous, autonomous, and 24/7 dealer support, AGCO was able to reroute its workforce to focus on more complicated queries and respond to value-added dealer-blocking requests.
We highly value the responsiveness and resourcefulness of Persistent’s teams. However, their ability to simplify highly technical topics is their real asset. They were able to walk in our shoes and explain things to us in a way that we could truly understand, without using technical terms. That’s something integrators often struggle to do, but not Persistent!
Florent Doyen Manager, Dealer business process insight optimization at AGCO Corporation
The Outcome
With an intelligent, responsive conversational AI-driven solution in place, AGCO was able to realize dramatic improvements in customer service. The new, intuitive, and efficient bot was able to answer 80% of the dealers’ questions, resulting in 10- 20% reduction in customer support ticket volume. AGCO also benefited from significant improvement in service queries resolution rate and 30% utilization rate for customer service and digital channels.
We were delighted to work with Persistent, our main software solution provider in Europe, on a unique worldwide project with no precedent for AGCO. The Conversational AI implementation was a real challenge, but Persistent’s teams were able to deliver thanks to their proven technical skills. We look forward to expanding this project to other departments at AGCO.
Thierry Martini Director, Strategic Program Lead, Global Parts AGCO Corporation
