Case Study: Tesco Mobile boosts customer support with Feedyou’s SURI chatbot

Tesco Mobile - Customer Case Study

Tesco Mobile, a Czech mobile virtual operator, sought to reduce the burden on its call center agents who were overwhelmed by handling a high volume of repetitive customer queries. To address this challenge, they contacted the vendor Feedyou to implement a chatbot solution that could automate responses to common questions.

Feedyou developed an NLP-powered chatbot named SURI, which serves as a digital avatar of the company's mascot. The solution handles basic inquiries and can seamlessly transfer more complex issues like number porting to live agents. For Tesco Mobile, Feedyou's implementation was highly successful: the chatbot correctly answers 66% of queries on the first try, 84% of users rate conversations positively, and live agents now have more capacity to focus on complex cases.

Tesco Mobile

Michal Matejicny

Finance Manager