AI chatbot in pre- and after-sales in e-commerce (German only)

As is often the case in e-commerce, the customer service team at VELUX OSO also had to deal with a high number of recurring questions. The special thing about this is seasonal dependence. For example, extreme peak phases occur at certain times of the year, in which a large volume of inquiries occurs that is difficult to handle. However, it is essential to answer the inquiries, as otherwise (potential) customers would be lost.

Another challenge: VELUX OSO is active in several countries and therefore in different languages and also has a complex range of products that often require advice.

‍With moinAI, all of these challenges were successfully overcome. After implementing the moinAI AI chatbot, the live chat was sustainably relieved within a short period of time: Instead of 16 manual chats, there are only 2-3 manual chats per 100 orders. In addition, the chatbot is online on 5 URLs and speaks three languages: German, Dutch and English.

Find out more about the challenges, results and impressive KPIs in the case study.