Case Study: Decathlon improves customer service with Parloa AI bots

How Decathlon empowers service agents with Parloa’s AI platform across phone, chat, and messenger

Decathlon, a leading sporting goods retailer, faced the challenge of scaling its customer service to meet growing demand across phone, chat, and messenger channels. They needed a more efficient, scalable solution to handle repetitive requests and reduce wait times, allowing their human agents to focus on more complex customer issues. To address this, they partnered with the AI platform vendor Parloa.

Working with implementation partner Future of Voice and using Genesys Cloud CX, Parloa's solution provided AI-powered bots that automated responses and identified customers by their order number. This implementation handled over 500,000 interactions annually and led to significant results for Decathlon: 74% of callers were automatically identified by their order number, and repetitive tasks for agents were reduced by 20%. Parloa's technology was crucial in creating a more efficient omnichannel service experience.

Decathlon

Olivia Szpiech

Director of Customer Service