How one of Sweden’s largest department stores crushed their automation goals
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Handling high inquiry volumes efficiently
As one of Sweden’s largest department stores, Rusta faced overwhelming volumes of incoming customer requests through their website, phone, and email channels. Most customer inquiries were simple yet time-consuming—questions about stock levels, opening hours, and complaints took up significant resources.
Internally, Rusta’s teams struggled with similar challenges. Repetitive HR inquiries about vacation days, password resets, and product-related questions for sales teams created bottlenecks in daily operations.
Relieve the pressure on customer service teams and internal departments while improving response times and satisfaction for customers and employees alike.
A chatbot designed to take charge
With Ebbot’s Service Automation Platform and the team’s input, Rusta launched their AI chatbot, Christina, named after their Customer Service Director. Christina was designed to handle inquiries about stock availability, opening hours, and complaints while forwarding more complex cases to human agents through the Live chat tool or to Cention via integration.
Thanks to a detailed understanding of Rusta’s most common questions and seamless integration with existing systems, Christina quickly became a vital part of the customer service team—efficient, reliable, and always ready to help.
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A helping hand for employees
Following the success of the customer support chatbot, Rusta introduced an internal chatbot to streamline operations. This internal tool assists employees by providing real-time answers to product-related inquiries for the sales team and addressing HR questions like vacation policies and password resets.
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Efficiency, cost savings, and happy customers
With much of the support automated, Rusta reduced their overall customer service costs by nearly a third, even accounting for the cost of the chatbot.
While automation and cost savings are impressive, maintaining customer satisfaction is key. Christina consistently delivered, with an average rating of 4 out of 5 from customers.
As more customers turned to the chatbot for fast and convenient help, the load on other channels like phone and email decreased significantly.
The introduction of a 24/7 chatbot has significantly reduced the time employees spend on routine questions, allowing them to work more efficiently and improve productivity.
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