Ebbot

Case study | NilsonGroup

“The AI agents free up time for us to focus more on what matters”

Industry: Retail

Markets: Sweden, Norway

Use case: Customer support

The challenge

Meeting increasing demands of availability

Since 1955, Nilson Group has been a staple in Scandinavian retail, delighting customers through popular brands like DinSko and Skopunkten.

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But as retail evolved, so did customer expectations. Today, shoppers demand around-the-clock support, personalized interactions, and instant resolutions. For Nilson Group’s customer service team, this meant juggling high inquiry volumes while striving to maintain the exceptional service their brands are known for.

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The pressure was mounting, and they needed a solution that could keep pace with modern retail demands—without compromising the personal touch that defined their brands.

The goal

Nilson Group sought a solution to reduce strain on their agents by automating repetitive tasks while ensuring customers still received the personalized care they expected.

The solution

AI-powered agents that never clock out

With Ebbot’s expertise, Nilson Group deployed generative AI agents across its brand websites in Norway and Sweden. The AI agents were designed to provide instant answers to product questions, returns, claims, and store information —fully localized to each market.

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By connecting directly to brand-specific resources, such as FAQs and website content, the AI agents were tailored to respond in a tone that reflected each brand’s unique personality. This ensured every interaction felt human-like, engaging, and consistent with the Nilson Group experience.

The results

Streamlined operations. Same high standards.

84% automation rate

AI agents now handle the majority of incoming chats, offering fast resolutions and easing the workload for human agents.

A more empowered team

By offloading repetitive tasks, agents can focus on more complex, high-value customer interactions that need a personal touch.

27% fewer emails

With self-service options available on the website, fewer inquiries flow into email, reducing workload across channels.

Future-proofed customer service

By adopting generative AI, Nilson Group is now better equipped to scale its customer service operations and adapt to evolving customer demands.

We needed a solution that could not only lighten the workload for our team but also maintain the high standard of customer service for which our brand is known. The ability to seamlessly integrate our own data sources and customize the AI agents to reflect our brand’s tone was a key reason we chose Ebbot.

Madeleine Palm

Customer Service Manager

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