How one of Sweden’s largest department stores crushed their automation goals
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Majoriteten av frågorna hade enkla svar
The results
We launched during Black Week 2021 and from day 1 we saw a huge amount of traffic coming to the chat.
As a large part of the support was automated, the total cost was reduced by 30% including all costs of the service.
With the bot being able to help most customers, there was a significant reduction in human handling.
Automation and reduced costs in all glory - but customer satisfaction never ceases to be one of the most important metrics when it comes to customer service solutions. And since Rusta launched their chatbot Christina it has received an average customer satisfaction score of 4 out of 5.
Store system Specialist, Rusta