Marketa chatbot saves 1,000 hours of work per month in Cart

Together with the Košík.cz team, in just one month we launched the first version of our contextual chatbot in sharp traffic, which will check in via 8,000 queries monthly. Košík.cz customers can communicate with Markéta in full sentences and thanks to this the chatbot does not reduce the high standard of customer service in any way.

Chatbot Eda in numbers

via 8k

handles chatbot conversations monthly

75 %

queries will be handled by chatbot
from total enquiries

1.5 minutes

average length
conversations

Košík.cz, a leading player in online food sales and supplement assortment, approached us in the early days of the COVID-19 pandemic to find new ways to relieve call center workers in the growing number of customer inquiries.

In 30 days clear results

Already in the first 30 days, the chatbot successfully solved approximately 60% of queries and thereby made a fundamental contribution not only to the mastery of the Christmas rush. The remaining 40% of the queries were transferred by the chatbot to the Daktela omnichannel application, where the operator sees the chat history and can directly follow up on the customer's communication with Markéta.

Markéta will hold the jobs of several operators

After the turbulent fluctuations caused by the start of the pandemic and the Christmas holidays subside, the chatbot is holding excellent numbers. He currently manages to manage 75% of queries, which corresponds to 8,000 chats monthly with an average length of conversation 1.5 minutes. This only confirms our experience that if the chatbot works well and is properly trained, customers have no problem communicating with it.

Quality of customer service as a top priority

Košík.cz prides itself on the high quality of customer service and its operators are available to customers seven days a week. With the onset of the pandemic, there was an extreme increase in inquiries from day to day that the customer department had to deal with. The solution could have been to recruit newcomers, but due to the lack of candidates and the difficulty of training, they opted for a new and innovative solution that could quickly relieve operators while maintaining a high standard of customer service.

“What we appreciate about Coworkers.ai chatbot is that we can change and improve it ourselves without any technical knowledge. We calmly make adjustments during operation, directly in our call center. This allows us to respond flexibly to unexpected situations.”

David Matuna

Product owner, Košík.cz

Will the voicebot join Markéta?

In time, Markéta should be joined by our voicebot, which is supposed to serve as a replacement for the push-button voice signage (IVR) to make it easier for ioperators on the telephone line. Voicebot not only greets the customer, but can predict the problem he is likely to call based on his last actions (such as sending an order).

Do you want to have time for your customers?

Schedule a meeting with us to find out in 30 minutes how best to automate communications in your company.

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Marketa chatbot saves 1,000 hours of work per month in Cart

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