How one of Sweden's largest clothing companies handled 11 395 questions in 9 months, without lifting a finger.

Background

The e-commerce team at Scorett outlet made the decision in May of 2024, to test an AI Customer Support chatbot for their outlet.

Previously Scorett outlet only handled customer service via email, which meant that we opened a new channel to handle customer service for Scorett outlet.

The goal

The goal consisted of two points

1. To provide fast responses to customers.

2. Simplify the process of complicated inquiries for the customers.

The Result

1. Customers every day receive fast responses to simple questions.
2. The process of complicated inquiries has been simplified via three customised conversational flows.

The conversational flows used are:

• “Product Recommendation”
• ”Product Stock”
• “Initiate a complaint”
• “Contact us”