Case Study: AkzoNobel delivers AI-powered customer loyalty and support with Gupshup

AkzoNobel launched international ‘Dulux Promise’ campaign digitally with

AkzoNobel, the Dutch multinational behind the Dulux brand, wanted to launch its “Dulux Promise” customer loyalty campaign digitally while ensuring fast, reliable handling of product replacement claims. The company needed a scalable, end-to-end support experience that could validate requests, assist customers across regions, and support them throughout the buying journey. Gupshup provided the conversational support and omnichannel customer journey capabilities to help meet this challenge.

Gupshup implemented an AI-powered Virtual Advisor as the backbone of the campaign, enabling customers to register requests, validate claims, and receive e-vouchers across channels including WhatsApp, Facebook Messenger, Zalo, and the AkzoNobel website. The solution handled 100% of campaign claims, with 85% of total engagements managed entirely without human agents, and increased customer engagement time to more than 4 minutes. Gupshup also supported 15+ languages across 20+ countries, helping AkzoNobel deliver personalized, multilingual service at scale.

AkzoNobel

Navninder Singh

Global Digital Innovation Manager