Case Study: MediaMarkt Achieves 50% Chat Resolution with Zowie AI Agent

MediaMarkt Enjoys Company-Wide Benefits After Achieving a 50% Chat Resolution Rate

MediaMarkt, the European consumer electronics retailer, needed a better way to handle growing customer support demand as it expanded ecommerce in Poland. Its existing live chat and legacy chatbot were inefficient, difficult to use, and unable to keep up with rising ticket volumes across phone, email, and chat. MediaMarkt turned to Zowie, using its AI Agent and AI Inbox to improve customer service and reduce pressure on agents.

Zowie implemented the solution in about a month, and MediaMarkt was able to run it independently soon after. The AI agent now recognizes 86% of chats, handles about 100K chats per year, and achieves a 50% resolution rate with 100+ automations and growing. Zowie also helped MediaMarkt manage holiday traffic spikes that can triple chat volume, while reducing reliance on phone support and creating company-wide interest in additional automations.

MediaMarkt

Maciej Woronowicz

Customer Communications Coordinator Pl