Case Study: Ballsportdirekt resolves 90% of customer requests with botBrains

Ballsportdirekt resolves 90% of customer requests with botBrains

Ballsportdirekt, a large German online retailer for handball gear, was struggling with a high volume of repetitive customer inquiries related to order tracking, returns, and product availability. This overwhelmed their support team, leading to slow response times and customer dissatisfaction. To scale their support without increasing headcount, they partnered with vendor botBrains to implement an AI-powered chatbot solution.

botBrains provided a solution that automated 90% of incoming customer requests. Key features included a direct ERP integration for real-time order information and seamless escalation to human agents for complex issues. This resulted in botBrains handling over 14,000 conversations annually, reducing human-supported inquiries by 90%, and decreasing response times from days to seconds, which drastically improved customer satisfaction and operational efficiency.

Ballsportdirekt