Case Study: Selsey achieves 96% conversation automation with LiveChat Text AI Agent

SELSEY automates 96% of customer conversations with LiveChat

SELSEY, a leading European furniture brand, faced challenges with its customer service team spending excessive time on repetitive questions about orders and availability. This prevented specialists from focusing on complex customer advice and sales support, and the lack of 24/7 support risked losing sales outside business hours. To address this, SELSEY sought a solution from the vendor LiveChat, specifically their Text AI Agent, to automate these routine interactions.

By implementing LiveChat's AI Agent as a first line of support, SELSEY automated responses to common inquiries. The solution was carefully configured to handle clear-cut questions while passing complex issues to human agents. As a result, LiveChat's AI Agent now resolves 96% of customer conversations automatically, providing 24/7 support. This freed SELSEY's team to focus on high-value sales advice and complex cases, fundamentally shifting their role from reactive support to proactive sales assistance.

SELSEY