Case Study: a global appliance retailer automates contact center support and reduces costs with Druid AI

Global Appliance Retailer automates support across 25 markets with Druid

Druid AI helped a global appliance retailer automate its contact center support. The customer faced tremendous pressure from 3.3 million annual calls and lacked any automated first-line help. Their challenge was compounded by operating across 25+ markets and languages, with a digital self-service option that was not user-friendly, leading to a slow and inconsistent customer service experience.

The solution implemented by Druid was an intelligent automation layer integrated with the existing CCaaS and CRM stack. The AI agent provided 100% inbound call coverage, handled inquiries across 65 languages, and enabled cross-selling. This resulted in significant cost savings, with the UK proof of concept alone delivering a €539K return, proving the business case for a wider rollout.