Edenred Romania launches Felicia, an AI-based chatbot to improve customer interaction

Edenred Romania announces the launch of the Felicia chatbot, based on artificial intelligence, the first service of this type of an extra-salary benefit company in Romania. Felicia will be able to provide instant answers to questions about Edenred products and services and will take over the first requests from users during the first quarter of this year.

Romania is the first country in Central Europe where the Edenred group implements a chatbot service, benefiting from the expertise of other subsidiaries where similar products work successfully and thus offers more digital interaction options with users.

“The focus on innovation and technology has led us to offer our users this new conversational technology, in order to reduce response time in resolving the situations they face. We expect Felicia to successfully solve over 20% of common support queries, in the first stage, and will become smarter as she learns from user interactions, offering the majority a personalized experience,” said Dana Sîntejudean, regional director for Edenred Central Europe.