Today, we are excited to share another customer story that is absolutely insightful.
One year ago, we officially started our collaboration with Trackting to help them automate customer inquiries and free up their human resources.
If you find it relevant, keep reading—this is an inspiring success story that could light your way.
Trackting: Advanced GPS Tracking
Before jumping into the process and results, let’s have a brief review of Trackting.
Trackting is an Italian company that specializes in anti-theft GPS tracking solutions for vehicles, including cars, motorcycles, bicycles, and e-bikes.
Their flagship products, Trackting SMART and Trackting BIKE, offer features like motion detection, real-time alerts, and easy installation without subscription fees.
They are innovative and clearly respond to market needs efficiently.
Trackting’s Challenges Before Using Tiledesk
Trackting is a forward-thinking company and soon realized the effectiveness of chatbots and AI agents for their company. They started their journey with Manychat but were not satisfied with it.
Claudio Carnevali
CEO – Trackting
We were using Manychat as a bot, but the customer experience was way too limited. We wanted a ‘human’ approach because you never know what questions customers have in mind.
They then recognized the need for a new AI agent platform and began market research with three main factors in mind:
- Ease of use
- Right customer support approach
- Pricing
Finally, they decided to choose Tiledesk as their new partner to automate customer interactions.
Implementation Process of AI Agent for Trackting
Tiledesk is built to enable everyone to create AI agents and train them on their own data easily. We are continually working on our product UI to make it more intuitive.
Claudio Carnevali
CEO – Trackting
The implementation was quite simple. The longest part was building the knowledge base from our side and the testing phase.
When Trackting joined us at Tiledesk, many new features and technologies in the world of AI-first customer service had appeared, and we needed to natively integrate them with our system.
One of those was the OpenAI model. Integrating ChatGPT technology into our bot was a big step forward, but at that time, it wasn’t as easy as it is now to fine-tune them.
Claudio Carnevali
CEO – Trackting
In the beginning, the problem was to set up the system in a way that was taking information only from our knowledge base because the AI was a little too smart and was crawling the web to find info. But now Tiledesk has developed its knowledge management system and new features to prevent hallucination. I think creating and launching an accurate AI agent in less than 2 months is now possible.
At Tiledesk, we now have a strong content management system that enables your bot to first use the company information to provide accurate answers and also create different knowledge bases and hook them to the relevant AI agent.
All these ensure that the AI agent acts as top-notch technology with the highest possible efficiency.
Trackting’s Achievements by Using Tiledesk AI Agent
By far, this is the most interesting part of each interview we have with our customers. It truly warms our hearts when we see how our services help other businesses save on costs and make processes more efficient. Honestly speaking, we sometimes get surprised by the innovative usage of our technology.
Claudio Carnevali
CEO – Trackting
We had a 30% reduction in requests to our human customer care, while achieving a 40% increase in efficiency through AI-driven responses that customers accept, saving human effort. Additionally, the AI agent provided valuable insights on the pre-sale phase, helping us refine our website based on customer interests.
We are so happy to see that our AI agent helps in:
- Reducing the human workload by 30%
- Helping Trackting to understand user needs better
- Boosting overall team productivity by 40% through instant knowledge accessibility
And our last question for Claudio was:
Would you recommend Tiledesk to others?
The answer was accurate, and we would love to finish this story with his response:
Claudio Carnevali
CEO – Trackting
I’m already doing it all the time! I think this is the way to go, and I believe customers expect to chat with websites and not to read info. Humans are like this: we don’t want to read tons of information; we just want someone answering our questions. And each user has different questions.
Start now and experience the power of Tiledesk for your business
