Case Study: HelloFresh achieves major customer satisfaction gains and lower support costs with Teneo Conversational AI

Hellofresh Achieves Major Customer Satisfaction Success With Conversational Ai Strategy

HelloFresh, the global meal-kit leader, faced rapidly growing customer volumes that strained its contact centers and threatened service standards. To scale 24/7 digital support across brands and channels, HelloFresh selected Teneo and deployed a Teneo-powered chatbot called “Brie” (with plans to roll out Teneo Conversational IVR for voice) to complement human agents and manage rising service demand.

Using Teneo’s conversational AI platform, HelloFresh launched Brie and then replicated solutions for EveryPlate, Green Chef and Factor—cutting time-to-launch for follow-ups to about 70 days and leveraging a cloud SaaS model for exponential scaling. Teneo’s solution automated up to 30% of chat interactions, handled millions of enquiries, generated rich customer data for continuous improvement, reduced support costs, improved responsiveness and customer engagement, and delivered measurable ROI across brands.

HelloFresh