Handling Mother’s Day peak with an AI-powered chatbot for a flower retailer.

The background.

A flower delivery service in the U.S. was struggling with overwhelming order volumes around Mother's Day. To avoid the high cost of hiring extra help and still ensure top-notch service, they sought a way to automate the handling of the surplus orders during the busiest periods.

The solution.

Implementing a sophisticated chatbot with natural language processing capabilities yielded several benefits. Customer service availability was significantly enhanced, as the bot operates 24/7, addressing a previous limitation of human-only support.

Call queues and abandoned calls were virtually eliminated, as the bot effectively managed a majority of customer interactions. This led to a marked improvement in overall customer experience. Furthermore, the client realized a rapid return on investment.

The results.

We've seen some fantastic outcomes since launching the chatbot. It's been a real game-changer, handling a whopping 93,000 messages so far. This has led to a significant drop in costs and freed up our agents, with 53% of inquiries now deflected away from them.  And the bot's understanding is spot on – it's accurately interpreting 96% of conversations.