Case study

Leroy Merlin

Industry

Retail

Automaise Product

Smart Voice & Chat

About the client

Leroy Merlin is one of Europe's largest home improvement and gardening retailers, with stores in 12 countries. An increasing share of their 300 million worldwide customers is progressively shifting to online shopping. Leroy Merlin’s customers deemed crucial the ability actively engage with the brand during the purchasing experience – to help navigate technical questions, product specifications as well as logistics and delivery.

Challenge

Automaise implemented an AI chat assistant, integrated with the CRM, to allow customers to resolve their questions without waiting for an available agent. Besides FAQs, Leroy Merlin allows customers that reached out via chat to autonomously:
Locate the nearest store; obtain technical product specs in real time; manage orders and a live shopping cart; schedule delivery and service requests; manage the user account & loyalty program.

Solution

Automaise integrated with the CRM, bringing a layer of AI to tag, classify, route and prioritize all these queries in order to help the team be more efficient in the treatment of these requests. In order to leverage team productivity, Automaise solution provided some game changer features: Template selection, AI Answer generation, KYC and ticket enrichment via transactional flows.

Results

Within 8 weeks, 80% of customer interactions were being fully handled through the AI powered assistant autonomously.
9/10 Customers are now able to solve their questions/concerns without having to wait for a human agent.
The Leroy Merlin team can focus mainly on questions that require sales assistance during the purchasing experience.
Customer and employee satisfaction metrics have steadily increased, and the online sales performance is better than ever.

Main achievments

  • 80% self-service rate achieved in 2 months
  • 10% improvement in CSAT
  • 90% improvement in First Response Time