The challenge
Every shopping mall receives all kinds of questions at all hours: opening hours, stores, parking, events and lost items. Multiplied across several malls, answering everything with people alone was impossible.
The solution
Parque Arauco built EMA on Databot: a generative AI agent with a knowledge base that the CX team updates without relying on developers, and that hands off to a person when a case requires it.
Results
EMA serves visitors in real time across all touchpoints, with 85% satisfaction.
“With generative AI we achieved 85% customer satisfaction and 24/7 responses across all touchpoints.”
