Edenred Romania chatbot, Felicia, successfully took over 30% of all user interactions, almost 3 months after implementation

Felicia, the chatbot based on artificial intelligence of Edenred Romania, has successfully taken over 30% of the total interactions with users and customers, almost 3 months after implementation.

Felicia is a DRUID chatbot developed by Edenred Romania in partnership with Unity Solutions and is the first customer support automation service for an extra-salary benefits company in Romania. At the same time, Romania is the first country in Central Europe where the Edenred group implements a chatbot service.

Dana Sîntejudean, Central Europe Regional Director: “The post-COVID-19 era will accelerate the digital transformation in many areas, a remote society thus developing new interaction habits. Moreover, in this context, Edenred Romania reaffirms its commitment to help all its partners with the same passion, offering them a modern, unique digital experience, adapted to everyone’s needs. Through the speed and simplicity it brings in interacting with customers, trading partners and users of Edenred solutions, Felicia, our virtual assistant, has proven its usefulness in the team and has shown its availability at any time of the day, being with everyone our partners who use it with confidence and considerably reduce the average time to obtain information. Thus, we continue the promise of digitalization and, with Felicia’s help, we significantly streamline the processes that involve routine activity. In less than 3 months, we felt a high interest from our partners, who appreciate the new chatbot service.

”The implementation of conversational technology in the Edenred ecosystem is part of the company’s accelerated digitization strategy and contributes to improving the user experience, by resolving their requests faster. The Felicia chatbot is available 24/7 in the MyEdenred application and on the websites of Edenred Romania and Benefit, an Edenred company, and serves both users, B2B customers and partner merchants of the two companies. The integration of the Felicia chatbot between the digital interaction options offered by Edenred started from the constant desire to improve the user experience and was facilitated thanks to the partnership with DRUID and Unity Solutions, a company that implements DRUID technology.

Irina Dochițu, Alliances and Channels Partner Enablement Lead, DRUID: “I was pleasantly surprised by Edenred’s initiative to offer its customers a modern conversational solution, as well as by the involvement of our implementation partner, Unity Solutions. The collaboration of the two companies gave birth to the Felicia chatbot in a record time, in which we, practically, only provided the technical platform. Felicia is just starting out, and I’m sure her skills will evolve quickly in the next period. ”

Şerban Popa, Managing Partner, Unity Solutions: “Keeping communication lines open and accessible to customers is one of the many challenges that companies face in the digital age. The project to implement the Felicia chatbot started from the study of the conversational need of the Edenred company by using AI, with the precise aim of reducing the access time to the necessary information for the users, through a simple mechanism. ” Felicia instantly answers questions about Edenred products and services and manages routine requests through messaging channels. Thus, Customer Service consultants have more time to dedicate to situations designed to bring value to partners and users of Edenred products, such as providing relevant information about digital solutions, online order channels, digital platforms developed for customers and the benefits of using them.“