Case Study: Suomalainen Kirjakauppa boosts customer satisfaction and cuts emails with giosg AI Agent

Suomalainen Kirjakauppa boosts customer satisfaction by 70% with giosg

Suomalainen Kirjakauppa, Finland's largest bookstore chain, faced a challenge with its limited, button-based chatbot that could not provide a personalized customer experience. They partnered with giosg to implement a more human-like, conversational AI solution. Their goal was to improve customer satisfaction while shifting conversations from expensive channels like phone and email to a more automated and cost-efficient chat channel.

giosg implemented a two-phase AI Agent solution, starting with an AI Support Agent named Sulo-pöllö for handling FAQs and order inquiries, followed by an AI Shopping Agent for sales assistance. This led to a 16% decrease in emails, an 8% reduction in phone calls, and a 70% boost in customer satisfaction scores. The solution also created a new, fully AI-powered chat channel that saw a 6000% increase in conversations.

Suomalainen Kirjakauppa