Case Study: Biedronka boosts customer service automation with KODA

How Poland’s largest retail chain is revolutionizing customer service

Biedronka, the largest retail chain in Poland, faced a significant challenge in managing a high volume of repetitive customer inquiries due to its rapid expansion. Partnering with vendor KODA, the goal was to automate these responses to free up their customer service team to focus on more complex issues.

KODA implemented an advanced, machine learning-powered chatbot to handle the diverse customer base. The solution automates over 50% of all conversations, leading to a substantial reduction in the workload for human agents and faster response times. The chatbot now serves over 100,000 users and exchanges tens of thousands of messages each month, demonstrating significant time savings and efficiency gains for Biedronka.

Biedronka