Case Study: Lucardi resolves 79% of customer chats with CM.com’s HALO AI

Lucardi resolves 79% of customer chats automatically with CM.com

Lucardi, the largest jewelry chain in the Netherlands, faced a challenge in scaling its customer service to handle a high volume of repetitive, data-driven questions across channels like WhatsApp and web chat, especially during peak periods. Scaling the team endlessly was unsustainable. They partnered with vendor CM.com to implement an AI solution, named Lucie, built using their HALO technology within the Mobile Service Cloud platform.

The solution from CM.com involved deploying multiple integrated AI agents to automate key customer journeys like order status and returns. This resulted in 79% of all customer chats being fully handled automatically. Specifically, the AI resolves 91% of order-related questions and over 95% of returns and complaints. This automation allowed Lucardi's human agents to focus on complex cases while providing customers with faster, 24/7 service.

Lucardi