Industry:

Ecommerce/Retail

Country:

Portugal

Company:

Leroy Merlin is one of Europe’s largest home improvement and gardening retailers, with stores in 12 countries. An increasing share of their 300 million worldwide customers is progressively shifting to online shopping.

Leroy Merlin’s customers deemed crucial the ability to engage with the brand during the purchasing experience actively – to help navigate technical questions, product specifications, logistics, and delivery.

Leroy Merlin improved Customer Service efficiency by 80% in 8 weeks.

CRM Integration

Solution

Conversational AI

Achievement

80%

Self-service rate achieved in 2 months

Leroy Merlin Achievements using AI in Customer Service

Main Achivements

  • 90% improvement in ​ First Response Time​
  • 10% improvement in CSAT​

The challenge

Implementation of AI chat assistant, integrated with the CRM, to allow customers to resolve their questions without waiting for an available agent. Besides FAQs, Leroy Merlin allows customers that reached out via chat to autonomously: Locate the nearest store; obtain technical product specs in real time; manage orders and a live shopping cart; schedule delivery and service requests; manage the user account & loyalty program.

The solution

Automaise implemented an AI chat assistant, integrated with the CRM, to allow customers to resolve their questions without waiting for an available agent. Besides answering frequent questions, Leroy Merlin allows customers that reached out via chat to autonomously: Locate the nearest store; obtain technical product specs in real time; manage orders and a live shopping cart; schedule delivery and service requests; manage the user account & loyalty program.

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