Case Study: Datart automates 60% of chat with Amio

Datart call center shifted focus on sales requests, Amio automates the rest

Datart, a leading Czech consumer electronics e-commerce and retailer, was facing a high volume of repetitive customer requests. This load frequently peaked during events like Black Friday, and the company wanted to reduce response times for pre-sales questions to reach customers during their decision-making process. They partnered with vendor Amio to automate a significant portion of their chat support, aiming to refocus their live agents on more complex sales-related inquiries.

The solution from Amio was an AI virtual assistant, designed as an "electro specialist," integrated into the web-chat on Datart's website. This assistant provides over 200 automated answers and can escalate to a live agent when needed. The implementation by Amio achieved a 60% automation level on web-chat, deflected 22% of requests to the automated channel, and was launched in just 41 days. This allowed Datart's call center agents to dedicate more time to assisting customers with specific product parameters and purchases.

Datart

Vladimír Krejčíř

Head of Call Center