Case Study: Satair achieves faster customer support and greater efficiency with Looker

Enhancing customer service with Lilly, a smart online assistant built on Google Cloud

Satair, a global customer services organization handling millions of emails each year, faced a highly manual and time-consuming process for creating customer quotes, leading to long lead times. Working with Looker, Satair used Google Cloud and an AI-based online assistant called Lilly to improve customer support and reduce the burden on its team.

Looker helped Satair track Lilly’s performance with a real-time dashboard in Looker Studio, while the assistant used machine learning to extract request details and generate replies automatically. The solution has automated 58% of quotes, is correct 98% of the time, and has reduced lead times by enabling 24/7 response capability and freeing staff to focus on more complex customer needs.

Satair

Michael Nicolai Folkmann Schjerbeck

Head of Digital & IT Projects