Shipping New AI Support Capabilities Without Waiting a Quarter

CUSTOMER SNAPSHOT

Cellbes is an e-commerce brand selling women's and men's fashion and home decor. The company started as a mail-order business and has spent many years building a reputation on an extensive size range at competitive prices. Their customer support is outsourced, which means every repetitive inquiry handled by an agent carries a direct cost. Mikaela Loch, Customer Experience Solution Specialist, saw the pattern early: the same questions about invoices and deliveries asked and answered, over and over again. 
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THE CHALLENGE

Cellbes was watching online retail shift fast. Mikaela recognised falling behind in digital would mean losing market share that would be expensive to win back.

Inside the support function, the math was simpler. A big share of incoming inquiries were repetitive questions about invoices and deliveries, answered the same way every day. Because support was outsourced, every one of those contacts carried a cost, and agents were spending their time on work that did not need a human.

Mikaela had seen enough to know automation was the answer. She also knew the AI category had matured since the last time she looked at it. 

THE SOLUTION

Cellbes evaluated the market and chose Kindly. What impressed Mikaela most was the building experience: dialogues, intents, keywords, follow-ups, rules, all of it intuitive enough for her team to work with. The platform was easy to use, logical and smart, in her words.

The Ingrid integration made the point concrete. Cellbes wanted an AI Support Agent that could tell customers where a specific package was, in chat and outside of opening hours. Despite being the first time Kindly and Ingrid had integrated, the three teams met, specified what Cellbes wanted and had it the next day.

For Mikaela, the partnership mattered as much as the product. Kindly and Cellbes both had big visions for what the AI Support Agent could become, which turned the vendor relationship into something forward-thinking.

THE RESULTS

Today Cellbes sees 77% of incoming chats in Sweden handled by the AI Support Agent, without the company steering customers toward it. On the quality side, 74% of customers who open the AI agent go on to interact with it, and 95.6% of those interactions end with the correct answer. 

Fallback sits at 4.% . Mikaela flagged that as low for this stage of the project, and took it as a sign the team had captured what customers were asking about in a smart way.

The operational impact follows from the math. Because support is outsourced, every inquiry that is solved by the AI agent and never reaches an agent is a costsaving.

When your team can specify what it wants and see it live the next day, AI support stops being a project and becomes something you run.