Customer service automation that saves time and costs

Gafa Auto faced a growing number of customer inquiries – up to 20,000 per month. Customers often needed to check the status of their order, change a delivery date, file a complaint, or get advice on choosing the right part.

Chatbot Eda in numbers

80%

inquiries handled automatically by AI agents

25%

reduction in request processing time

2 FTE*

saved through automation

(*jobs at HPP)

Gafa Auto is one of the leading Slovak e-shops for car parts and accessories. Customers appreciate the wide range of products and the company’s focus on high-quality customer care – a key factor in its continued growth. However, as order volumes increased, so did the pressure on the speed and availability of support. The goal was to make customer service more efficient without increasing staff while maintaining the top-tier service level that defines the brand.

Main challenges

High volume and variety of inquiries across hundreds of thousands of products. Pressure to maintain response speed and quality. Operator workload that made it difficult to scale support. The goal was to find a solution that could handle routine tasks automatically, relieve human agents, and preserve friendly communication with customers.

Solution

The company implemented AI agents – a chatbot and a voicebot, that now handle most routine requests.
They automatically process inquiries about order status, changes or cancellations, and delivery information.
Thanks to intelligent context recognition, the bot can also assist in advisory cases.

If it can’t find an answer, it prepares a summary for the operator, who can then resolve the customer’s request faster. Typical calls have been shortened by 2–3 minutes, from 8–9 down to about 6 minutes.
Even with growing demand, Gafa Auto did not need to expand its support team.

Key benefits

80 %

of inquiries handled fully automatically

25 %

Reduction in average processing time

2 FTE

Cost savings equivalent

Satisfaction

Growing customer satisfaction

Integration and operation

AI agents are connected to Gafa Auto’s internal systems, drawing data from the order system, product and warehouse databases, and a knowledge base with FAQs.

Implementation took place in four steps:
1. Analysis of communication scenarios and helpdesk data
2. Creation of conversation flows and model training
3. Testing and fine-tuning on real interactions
4. Full deployment and performance evaluation

The most challenging part was ensuring answer accuracy for technically complex queries and aligning the communication tone with the company’s style.

Why they chose coworkers.ai

Gafa Auto sought a partner that could deliver a comprehensive communication automation solution, with e-commerce expertise, scalability, and easy knowledge expansion.Coworkers.ai met all these requirements – including multi-channel communication (chat + voice) and seamless integration with existing infrastructure.

Future plans

Gafa Auto plans to further enhance the system. Expanding the bot’s knowledge base with content from the company blog, automating call quality evaluation (saving supervisors hours of listening), and strengthening analytics and reporting for process optimization.

Customer service automation that saves time and costs

Newsletter subscription