Case Study: a sport equipment retailer in Munich, Germany reduces support tickets by 72% with Uvik Software’s AI chatbot

a leading sport equipment retailer in Munich, Germany reduces support tickets by 70% with Uvik Software

A leading sport equipment retailer in Munich, Germany, faced a critical customer service challenge as its small support team was overwhelmed by repetitive pre-sales and order status queries, leading to 24-hour response times and a 15% cart abandonment rate. They engaged Uvik Software to implement a custom AI chatbot API to automate interactions, reduce response times, and enhance customer satisfaction.

Uvik Software developed and deployed a bespoke AI-powered chatbot using Python, Flask, and the LLAMA model, which was tailored to the retailer's brand and product catalog. The solution autonomously resolved 72% of support tickets, slashed the average response time from 24 hours to 2.5 seconds, and increased checkout conversions by 12%. This also resulted in a 60% reduction in cost per ticket for the retailer.