Case Study: YourSurprise Automates 70% of Customer Questions with CM.com’s HALO AI Agents

YourSurprise resolves 70% of customer questions automatically with CM.com

YourSurprise, a major European provider of personalized gifts, faced the challenge of handling complex customer questions across 23 countries without having to massively scale its service team during peak periods. Their existing flow-based chatbot could not adequately manage the complexity of their vast assortment, leading to increased pressure on staff. To address this, they partnered with vendor CM.com to implement a new AI solution.

CM.com implemented its HALO AI platform, deploying 71 modular AI agents that could understand and respond to customer inquiries in 72 languages. The solution included specialized agents for tasks like providing real-time delivery updates and comparing customer photos to original designs. This implementation automatically handles 70% of all chat inquiries and resolves 91% of "Where is my order?" questions, leading to a 27% reduction in phone call volume and allowing the customer service team to focus on more personal interactions.

YourSurprise