Case Study: Bigblue achieves faster, multilingual customer support with Ema

Bigblue resolves customer support in under 90 seconds with Ema

Bigblue, a leading European e-commerce logistics platform, was facing significant challenges scaling its customer support operations. As the company grew, handling a high volume of complex and nuanced queries from hundreds of brands became operationally taxing. Specific difficulties included managing unpredictable ticket volumes, addressing issues across multiple languages and cultural guidelines, and integrating with over 50 different carriers and internal systems. Bigblue turned to the vendor Ema for a solution using its Agentic AI-powered AI Employees for customer support.

By implementing Ema's AI Employees, Bigblue achieved a highly scalable and autonomous support solution. Ema's AI seamlessly integrated with various systems to retrieve information, dynamically handle multi-step conversations, and resolve tickets with brand-appropriate, multilingual accuracy. The results were substantial: response times dropped from an average of 2 hours to under 90 seconds, customer satisfaction scores improved, and the system provided valuable business insights. Ema's solution also helped train human agents and efficiently managed seasonal fluctuations without the need for temporary staffing.

Bigblue