Case Study: Danone Nutricia achieves 24/7 AI-powered customer engagement with Gupshup

Danone transforms customer engagement with AI-powered virtual assistant

Danone Nutricia, a provider of early-life nutrition products, needed a solution to offer round-the-clock expert guidance to new parents across various channels. They also required support for a loyalty campaign and needed to ensure compliance with strict industry regulations. To address this, they partnered with the vendor Gupshup to implement an AI-powered conversational support solution.

Gupshup implemented its digital assistant, powered by its Retail AI Brain, to provide an omnichannel platform. The solution automated the Scan & Spaar loyalty campaign and delivered instant, personalized support and nutritional information. This resulted in Gupshup automating 93% of campaign engagement, providing AI-powered answers for 90% of queries, and enabling 83% of non-office hours queries to be self-serviced, ensuring 24/7 support for parents.

Danone Nutricia

Charlotte Maintz

Head of Customer Care