The define phase involved understanding Acerta's challenges in providing real-time support and building a scalable and efficient customer service department. The goal was to create Alix, a deeply integrated digital assistant, capable of proactively addressing client needs and automating repetitive tasks.

During the ideation phase, we developed a multi-year roadmap and defined the conversational flows for Alix. By leveraging Acerta's business logic, we created contextual scenarios triggered by key moments in the user journey. The focus was on proactive communication and providing the right information at the right time to enhance customer experience.