Case Study: Up Czech Republic streamlines customer support with Feedyou’s chatbot

Up Czech Republic - Customer Case Study

Up Czech Republic, a provider of employee benefits and incentive programs, struggled with an overloaded customer center that was fielding hundreds of recurring monthly inquiries about its products and app. They needed a new technological solution to handle these common questions and to help digitize their paper meal voucher system. To address this, they partnered with vendor Feedyou.

Feedyou implemented an FAQ chatbot powered by an NLP model to instantly answer questions about eStravenka vouchers, eBenefity cards, and the MůjUp app. The solution streamlined the process for switching from paper to digital vouchers via a QR code. As a result, the Feedyou chatbot handled queries from thousands of users, resolving a significant percentage of questions automatically with an average resolve time of just 1.5 minutes.

Up Czech Republic

Petr Mikoláš

Digital Product Manager