Solution: AI Chatbot for Business
Industry: FMCG

AI Assistant Supporting Customer Service and Coffee Machine Service Order Processing

Fast access to information for employees
<knowledge.guaranteed>
80%
Reduced workload for experts by minimizing repetitive questions from Customer Service Center staff
<workload.reduced>
Shortened onboarding time for new employees, ensuring consistency in customer service responses and actions
<quality.improved>

The Challenge

Nespresso, owned by the Nestlé Group, is a company specializing in the production of high-quality coffee and innovative coffee machines. Introduced to the market in 1986, Nespresso is known for its capsule system, which ensures the freshness and rich flavor of the coffee. The company is committed to sustainability through programs such as the AAA Sustainable Quality Program, working in partnership with coffee farmers around the world. Nespresso has gained popularity thanks to the exceptional quality of its products, elegant design, and attention to detail.

Nespresso Polska approached us with a request to implement an AI assistant that could address challenges related to customer support and the processing of service orders for coffee machines.

Photos on the website: Partner's press materials.

  • The company has an internal system for handling and fulfilling service orders for coffee machines. Effective management of these orders requires specialized knowledge about the coffee machines offered by Nespresso, as well as familiarity with the procedures for processing service requests.
  • When a customer service representative needs to supplement their knowledge while handling customer inquiries, they must consult with experts, which results in those experts being burdened with a large number of questions.
  • Another challenge was keeping the internal knowledge resources used by employees up to date.
Magdalena Wyszkowska
Technical & After Sales Coordinator
Nespresso

The AI assistant solution has significantly improved our daily operations by automating responses to frequently asked questions and supporting customer service staff with quick access to information. As a result, the team is now able to assist customers in solving even the most complex issues."

The business outcomes that we are particularly pleased with include improved operational efficiency and increased end-user satisfaction."

We rate our cooperation with Univio very positively — the team was responsive, competent, and attentive to our needs. The project was carried out efficiently, and the implementation went exactly as planned."

The Solution

  • We implemented a system based on Large Language Models (LLMs) and RAG (Retrieval-Augmented Generation), enabling employees to quickly access the knowledge base without needing training. The system’s advanced capabilities allow customer service staff to obtain instant answers to typical questions without having to consult experts.
  • We created a knowledge base in the Strapi platform, which the client can edit independently so that all information remains current and aligned with the latest situation. This ensures employees have access to up-to-date procedures and information without delays.
  • We prepared and embedded a convenient widget within Nespresso’s internal system pages, allowing employees to access the knowledge base quickly and intuitively while processing service orders.
  • Thanks to speech recognition technology, employees can ask questions by voice and receive immediate answers, increasing the efficiency of service order handling.
  • The system automatically analyzes and corrects service descriptions, which enhances professionalism in customer communications and improves documentation quality.

The Result

Greater efficiency in the customer service department
Thanks to quick access to the knowledge base and voice support, employees can respond to customer inquiries more quickly and effectively, reducing handling time.
<efficiency.gained>
Reduced workload on experts
Advanced technologies such as LLMs and RAG enable employees to solve most issues independently, decreasing the number of questions directed to experts.
<workload.reduced>
Consistency and correctness of information
AI-based stylistic and spelling corrections ensure all service descriptions are professional and meet the highest standards, resulting in higher service quality and a stronger brand image.
<complete.information>
Shorter onboarding time for new employees
An intuitive system with knowledge at their fingertips helps new hires learn procedures faster and begin working effectively sooner.
<immediate.results>
Higher customer satisfaction
Streamlined and consistent handling of service orders leads to increased customer satisfaction, enhances the customer experience, and strengthens loyalty to the Nespresso brand.
<experience.enhanced>
High-quality information in the knowledge base
Centralizing knowledge and keeping the base updated gives employees access to high-quality information, enabling efficient handling of inquiries in customer service department.
<quality.increased>

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