Case Study: ALAB Laboratoria achieves rapid customer-service automation (66% in 2 weeks, 85% in 3 months) with Zowie

ALAB Masters COVID Growth with Zowie

ALAB Laboratoria, one of Poland’s largest private diagnostic laboratory networks, faced an overnight surge in customer requests when COVID-19 hit — jumping from hundreds to thousands of daily inquiries about tests, bookings, prices and locations. To avoid long waits and the impractical need to hire large numbers of new agents, ALAB turned to Zowie and its AI chatbot to automate repetitive questions and enable automated booking.

Zowie was integrated into ALAB’s website chat and Facebook Messenger and given dedicated APIs to handle nuanced, location- and price-dependent queries. The Zowie chatbot automated 66% of requests in 2 weeks, 72% in one month and 85% in three months (automating 55K requests in November 2020), enabled the first automated COVID-19 test booking in Poland, reduced call volume and allowed ALAB to maintain high service levels without hiring extra staff.

ALAB Laboratoria

Agnieszka Pietrzak

Innovation and Development Coordinator