The Seznam.cz Customer Center handles thousands of requests daily across its services. As demand grew, it was necessary to find a more efficient way to handle the high volume of queries without losing the quality of communication.
Chatbot Eda in numbers
100%
coverage of information in the help of all major services
95%
factual accuracy AI chatbot responses
50%
customer interactions Automated
Seznam.cz is the largest Czech Internet companythat connects millions of users daily to content, services and products from news and search to maps, email, television and advertising. The list builds on innovation and user comfort for a long time. However, as the number of services and customers grew, it began to face ever higher demands on customer support in both the number of interactions and the need for quick and accurate responses across platforms.
Main challenges
Lack of automation — operators also dealt with routine queries, which were often repeated. Burden of aid during peak periods, when demand volumes increased leaps and bounds. Limited overview of performance and the workload of individual teams. The need to unify communication across services and channels.
The goal was to create Centralized solutionthat bring communication, automation and reporting together into one system.
The solution
Company Seznam.cz fully automated its customer support with AI chatbotswhich are supplemented by AI analytics and reporting in the Daktela platform. The solution was created in collaboration with coworkers.ai and brought a new standard of efficiency and a modern approach to customer care.
The main benefits and features of the solution: 1.AI chatbots cover all key services List, including help and frequently asked questions. 2. Integration with AI analytics allows you to track trends in queries, categorize requests as well as answer efficiency. 3.Custom dashboards and wallboards provide managers with real-time visibility into operations. 4. Cross-channel communication automation (chat, email, forms).
AI chatbot is available 24/7, ensures immediate reactions while supporting active sales. Recommends additional services or premium products (upsell, cross-sell).
35.000+
Completed queries without human intervention
30 %
Reduction of operating costs Thanks to the time savings of operators
24/7
Immediate responses and higher user satisfaction
Why Seznam.cz chose coworkers.ai
The main advantages of this solution were its comprehensivenesswhich included both the field of AI automation and advanced reporting. Strong integration with Daktela and the ability to easily scale across teams also played a significant role. Another key factor was many years of experience with high volume customer communication and flexible implementationthat fully respected Seznam's internal processes as well as safety standards.
Implementation procedure
1. Analysis of customer queries and definitions of recurring scenarios across services. 2. Creating a centralized knowledge base and its interfacing with an AI chatbot. 3.Pilot Deployment in several List services (e.g. Email.cz and Sklik). 4. Integration with Daktely and expanding to other departments. 5. Introduction of custom analytics and wallpapers for performance monitoring.
The most challenging part was the unification of data from different product teams and setting up a universal system that can respond flexibly to the specifics of individual services.
“Deploying Daktela has brought us major improvements in customer support and internal collaboration. By unifying all communication channels into one system, we automated 50% of customer interactions and reduced costs by 30%. AI chatbots were able to handle more than 35,000 queries with 95% factual accuracy. Overall, we have achieved significant efficiency - the transfer of requests between teams is now smoother, no tickets are lost, and thanks to custom dashboards, we have real-time visibility into the operation and performance of individual departments. Daktela has become an indispensable tool for modern customer communication for us. “
Martin Giba
Manager for special projects, Seznam.cz
Plans for the future
Seznam.cz prepares AI roadmap 2025that will further expand the use of artificial intelligence across services. Emailbot to automatically sort, categorize and reply to emails. Smart IVR — voice assistant with AI query recognition and interactive caller guidance. AI Topics — analysis of topics and sorting of requirements to better understand user needs. The goal is to take customer care to the next level towards fully intelligent, contextual communication throughout the List ecosystem.
Chatbot will be up and running within 2 weeks
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