Case Study: The Stikets Company achieves 24x7 customer support and faster query resolution with IBM watsonx Assistant

Small company with global reach makes connections using AI

The Stikets Company, a Barcelona-based label maker with global reach, was struggling to keep up with rapid growth and seasonal spikes in customer inquiries. Customers often waited up to 24 hours for simple answers, hurting conversions and forcing support agents to spend too much time on repetitive questions. To address this, Stikets worked with IBM and IBM Business Partner Enzyme Advising Group to modernize its customer service using IBM watsonx Assistant on IBM Cloud.

IBM and Enzyme implemented a custom AI virtual assistant called Stiky, integrated with Zendesk and scaled across multiple languages and websites. The solution now handles 80% of queries automatically, up to 90% in Spain, supports 24x7 service, and manages about 165 conversations per day. It also reduced workload equivalent to 2.5 full-time employees and helped deliver a 92% positive customer satisfaction rating.

The Stikets Company

Antoni Ribas

Cofounder