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Founded in 1990 in the United States, today AGCO is a world leader in the design, manufacture, and distribution of agricultural equipment. The group is constantly innovating and designing intelligent agricultural solutions to help farmers in their daily work.
Since innovation is at the heart of AGCO’s strategy, their team wanted to implement a conversational AI for the customer service of its European spare parts department. This would be an integral part of their global digitization project.
The conversational AI would help the customer service team step away from the manual handling of cases and allow dealers access to a tool available 24/7 in 3 languages. This would mean quick handling of low value requests, thereby freeing up qualified staff to resolve more complex cases.
Persistent was the consultation and implementation partner of choice for AGCO. Persistent analyzed, compared and implemented the chosen Kore.ai conversational AI solution for AGCO which provided their teams a new support channel that was intuitive, efficient, and answered close to 80% of user questions.
“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 chatbot 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 at AGCO Corporation
After successful completion of this pilot, AGCO is all set to roll out the conversational AI to the ‘dealer communication’ department and has entrusted this project to Persistent.
For a more detailed look at the successful conversational AI implementation, click on the button below.