Chatbot Markéta saves 1,000 hours of work per month for Košík

Together with the Košík.cz team, we launched the first version of our contextual chatbot in full operation in just one month, handling over 8,000 queries per month. 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 v číslech

over 8 K

clears chatbot conversations monthly

75 %

of questions will be handled by the chatbot from the total questions

1,5 min

average
conversation length

Košík.cz, a leading player in the online sale of groceries and complementary products, approached us at the beginning of the COVID-19 pandemic to find new ways to relieve call center workers facing a growing number of customer queries.

Clear results in 30 days

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

Marketa will take on the work of several operators

After the turbulent fluctuations caused by the start of the pandemic and the Christmas holidays, the chatbot maintains excellent numbers. It currently handles 75% of queries, which equals to 8,000 chats per month with an average conversation length of 1.5 minutes. This just confirms our experience that if the chatbot works well and is properly trained, customers have no problem interacting with it.

The 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 queries from day to day that the customer department had to deal with. The solution could have been to recruit new employees, but due to the lack of candidates and the difficulty of training, they decided for a new and innovative solution that could quickly relieve the operators, while maintaining a high standard of customer service.

“What we appreciate about the chatbot from Coworkers.ai is that we can change and improve it ourselves without any technical knowledge. We can easily carry out modifications during operation, directly in our call center. Thanks to this, we can react flexibly in unexpected situations.”

David Matuna

Product owner, Košík.cz

Will a voicebot join Markéta?

In time, our voicebot should also join Markéta, which is supposed to serve as a replacement for push-button voice guidance (IVR), to make the work of operators on the telephone line easier. The voicebot not only greets the customer warmly, but can also predict the problem that is probably causing the customer to call, based on their last actions (for example, sending an order).

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