Solution: AI Chatbot for Business
Industry: FMCG

AI-powered Customer Service Excellence at Kuchnia Vikinga

Chatbot AI
Creation of an AI assistant consistent with the brand image
<brand.consistency>
140,000 inquiries handled within a year (an average of 405 per day)
<customers.engaged>
Freeing up operational resources equivalent to the work of approx. 2 FTEs
<greated.efficiency>

The Challenge

Kuchnia Vikinga is a rapidly growing producer of fresh ready meals based in Białystok. The company serves more than 40,000 localities across the entire country – over 80% of Poland’s population can order its meals. Every day, Kuchnia Vikinga prepares over 300,000 meals. In addition to its subscription-based model, the company is also developing an office sales model under the Pan Viking brand - https://panviking.pl/. Kuchnia Vikinga actively participates in social life – it supports valuable initiatives at both the local and national level. Its activities go beyond traditional business – it is strongly involved in educational, social, and sports projects.

Kuchnia Vikinga consistently implements its digital development strategy, which is why, focusing on strengthening its digital competencies, it approached us to develop an AI assistant. The solution was intended to accelerate customer service through process automation and reduce the workload of the customer service department.

  • 1. One of the goals was to create an AI assistant consistent with the brand image, which would handle customer inquiries from the company’s website.
  • 2. The AI assistant was also intended to perform a dietary support function and, in special cases, connect the customer with an expert — a consultant or dietitian.
  • 3. The assistant had to be equipped with mechanisms for assessing the complexity level of dietary advice.
  • 4. It was necessary to create a knowledge base that would unify knowledge within the organization regarding the company’s customer service processes, parcel deliveries, promotion terms and conditions, dietary advice, and recommendations from the product offering.
Szymon Wajsiel
Koordynator ds. Jakości i Efektywności Obsługi
Kuchnia Vikinga

"From the perspective of the Customer Service Office, we can confirm that the implemented tool has significantly improved our daily work and relieved the team. We have observed a clear decrease in the number of general customer inquiries regarding, among other things, delivery times, promotions, or available diets, which previously reached us by phone or email. Thanks to the AI assistant, customers and potential customers receive answers within a few seconds, which genuinely improves the quality of service and increases the effectiveness of our activities, as well as positively influencing the brand image. We also rate our cooperation with the Univio team very highly and recommend the solution they designed as effective support in communication with customers."

The Solution

  • We began our cooperation with workshops with the client, which allowed us to understand the specifics of the business and learn about the requirements of the main stakeholders on the client’s side — marketing, customer service, dietary specialists, and the IT department — who told us about the challenges in their work that the AI customer service assistant was intended to make easier.
  • Thanks to this knowledge, we implemented a customer assistant in the form of a widget, consistent in terms of image and communication, powered by the knowledge necessary to support customers across a broad range of topics.
  • Above all, the AI assistant provides standard customer service — from questions about simple matters related to order handling to complex topics concerning deliveries and other issues that had previously been typical for the Customer Service department.
  • What is more, the assistant is able to provide dietary advice — for example, it can calculate caloric needs, ask about the goals the customer wants to achieve through their diet, and suggest the optimal solution from Kuchnia Vikinga’s offering.
  • The implemented solution also handles inquiries that require a conversation with a consultant — the assistant is equipped with mechanisms for assessing the issues raised by the customer and, in line with the customer’s wishes, particularly sensitive matters are directed to consultants and experts, i.e. employees of the customer service department.
  • Analytical modules and integrations with Kuchnia Vikinga’s systems additionally ensure full control over the tool and insight into ongoing conversations for the purposes of any future changes.
  • We also created a knowledge base — a tool that aggregates knowledge within the organization and operating rules, which the “Viking” assistant uses today.

The Result

Maintaining consistency with the brand and image
A “Viking” assistant consistent in terms of image and communication, developed according to Kuchnia Vikinga’s marketing guidelines.
<brand.consistency>
Lower risk of errors and employee overload
Relieving the workload of the Customer Service Office by resolving customer inquiries through the AI assistant.
<workload.reduced>
Faster and better customer service thanks to process automation
An increase in customer satisfaction, as customers receive immediate answers to the questions that concern them.
<experience.upgraded>
Capturing sensitive requests and redirecting them to a consultant
The solution includes a module that brings a consultant into the conversation to handle sensitive or more complex inquiries.
<processes.automated>
Creating the organization’s knowledge base
One of the elements determining the success of the AI assistant was delivering a tool that aggregates knowledge within the organization and documenting the missing operating rules that the “Viking” assistant uses today.
<knowledge.centralised>
Expert dietary advice within the AI assistant
The “Viking” dietary module helps customers choose a diet tailored to their preferences and goals.
<personalized.advice>
Handling all inquiries related to the food delivery service
People with various needs receive comprehensive recommendations regarding Kuchnia Vikinga’s offering.
<information.provided>
Easier business scalability — sales growth
The AI assistant contributes to business growth through better customer service.
<scalability.gained>
Maciej Niemyjski
Chief Growth Officer
Kuchnia Vikinga

"Kuchnia Vikinga consistently invests in technology, automation, and the development of digital tools. However, we do not forget that, ultimately, contact with another person is what matters most. We provide our customers with access to Customer Service Office experts 7 days a week — on business days, for almost the entire day between 7 a.m. and 10 p.m. — while response times and consultant availability remain at a level that sets us apart in the market. "

"We believe that technology and the solution implemented with Univio support even better customer service, complementing direct contact with experts whenever it is needed. "

The Technologies
/ Behind Solutions

We can help
you as well

Want to find out how artificial intelligence can help grow your business? Contact us - we’ll help you find a solution that will accelerate your growth, automate your processes, and give you a competitive edge.

A man with a trimmed beard and short hair, wearing a navy pinstripe suit and light blue shirt, stands indoors near large green plants and an orange wall, looking confidently at the camera.