AI chatbot for customer care and client conversion

An AI conversational assistant that turns the A Sostegno del Debitore website from a simple informational showcase into an active first point of contact: it answers, reassures, qualifies and converts — 24 hours a day.

The client

A Sostegno del Debitore supports individuals, families and small businesses in situations of over-indebtedness, guiding them through the crisis-composition and debt-discharge procedures provided for by Italian law (the Business Crisis and Insolvency Code).

The audience that reaches the site is particular: people in economic difficulty, often under stress, looking for clear and quick answers to sensitive questions — "Can I really cancel my debts?", "What documents do I need?", "How much does it cost?", "Where do I start?". Every minute of waiting or every unclear answer is a potential client who leaves.

The challenge

The site communicated the services well, but left the visitor alone with their questions. There were three concrete problems:

• Waiting. Requests came in via form or phone and were handled during office hours. Those who visited the site in the evening or at the weekend — the moment when many people face their financial problems — did not receive an immediate response.
• Repetitive questions. A huge share of the requests concerned the same few things: eligibility requirements, necessary documents, timelines, costs, differences between the procedures. All valuable time taken away from the operators.
• Lost contacts. Many visitors left without filling in the form, intimidated or simply not ready to come forward: lost leads that never re-entered the funnel.

The solution: a dedicated AI assistant

We designed an AI conversational assistant integrated into the site, built to fit the tone and content of A Sostegno del Debitore.

1. 24/7 customer care

The assistant immediately answers the most frequent questions about over-indebtedness, debt-discharge procedures, eligibility requirements, documentation and timelines. The answers are based on the client's real and validated content — no improvising on a sensitive legal matter — with an empathetic, clear and never alarmist tone.

Result: someone who arrives on the site at 11 pm on a Saturday immediately gets a useful answer, instead of bouncing away.

2. Qualification and conversion

The assistant does not just inform: it guides the person. Through a natural conversation it understands the situation (type of debt, urgency, broad eligibility for the procedures) and, when the contact is ready, it steers them towards concrete action — booking a consultation or sharing their contact details.

This lowers the psychological barrier: talking first with an assistant, in private and without judgement, is much easier than filling in a form cold or picking up the phone. More people reach the next step, and they arrive with clearer ideas.

3. An intelligent filter for the operators

Simple and repetitive requests close by themselves in the chat. The qualified ones reach the operators already contextualised: the team receives genuinely interested and ready people, no longer generic requests to sort out by hand. The consultants' time is focused where it counts — on the real cases.

4. Compliance and tone

Because it deals with a sensitive matter, the assistant was designed to:

• explicitly declare itself as an AI virtual assistant (transparency, in line with the EU AI Act);
• not provide binding legal advice, but orient and direct users to human consultation for any specific assessment;
• handle personal data in a GDPR-compliant way, with a notice dedicated to processing via the chatbot.

Results

• Continuous support. The site responds 24 hours a day, 7 days a week: no request goes without a first response, not even outside office hours.
• Less operational load. About 70% of the recurring questions are handled autonomously by the assistant, freeing the operators from repetitive requests.
• A first response within seconds, versus the hours (or days) of waiting on the traditional channel.
• More qualified requests. The conversational guidance increased consultation requests by ~38% collected from the site, also capturing the visitors who previously left without leaving a contact.

The value for the business

• Every visit counts. In a sector where whoever arrives on the site has an urgent and concrete need, intercepting them at the right moment — even at night — makes the difference between a client acquired and one lost.
• Operators free for what matters. The AI handles the standard questions; people handle the negotiations and the complex cases, where human expertise is irreplaceable.
• A reassuring first contact. For those going through economic difficulty, being able to ask in private, without judgement and with immediate answers, lowers distrust and brings them closer to a solution.
• Growth at almost zero marginal cost. Once in production, the assistant handles 10 or 1,000 conversations with the same effort: the channel scales on its own.

In summary

From a static informational site to an active, always-present first point of contact. The AI assistant of A Sostegno del Debitore answers, reassures, qualifies and converts: more requests ready to become clients, less time wasted on repetitive tasks and an experience worthy of the sensitivity of the subject at hand.

AI chatbot — RayoChat by Rayo Consulting.