Case Study: Skruvat increases efficiencies and sales with Artificial Solutions and the Teneo Platform

Skruvat Increases Efficiencies and Sales by Embedding NLI into Website

Skruvat, the Nordic’s biggest online car parts retailer, wanted to improve the customer experience on its website while reducing inbound enquiries to its contact centre and boosting sales conversion. Working with Artificial Solutions, Skruvat used the Teneo Platform to help customers find answers in their own words, with the goal of making car-part purchases easier and expanding support beyond Swedish to other languages.

Artificial Solutions implemented an embedded NLI-based assistant across Skruvat’s site that answered common questions, routed visitors to relevant pages, and handed off to live agents when needed with full context on customer activity. The results were strong: 54% of queries were handled automatically versus an original target of 20%, overall customer queries dropped 10% even as sales rose, and interactions per order fell from 1.1 to 0.5, all while maintaining customer satisfaction.

Skruvat

Magnus Possman

Head of Customer Service