Case Study: Darty improves reachability and reduces processing costs with DialOnce

Darty boosts reachability by 26 pts with DialOnce

Fnac Darty, a major European retailer, faced the challenge of managing 12 million annual customer contacts while meeting demands for immediacy and seamless omnichannel experiences. Their goal was to improve reachability, reduce advisor-led calls, and control costs. To achieve this, they partnered with vendor DialOnce to implement its omnichannel AI agent and orchestrator to intelligently direct customer requests.

DialOnce's solution used a visual IVR and an AI agent to analyze customer intent and route them to the most relevant channel, whether self-service, digital, or a human advisor. This streamlined the customer journey and created continuity between systems. As a result, Fnac Darty saw a 26-point increase in reachability, a 21% rate of calls avoided through alternative solutions, and a 15-point increase in digital channel usage.

Darty