Vinatis, France’s leading online wine retailer with international presence, faces a critical challenge: efficiently processing over 1 200 daily customer emails in six different languages while maintaining excellence in customer service.
Two major obstacles blocked their growth: ticket assignment and processing time. With a support team structured by expertise, each ticket had to be manually analyzed and routed to the right specialist, creating considerable time losses. They found the solution in AI helpdesk software, which streamlined the entire process.
The solution
A fully customized helpdesk software for Vinatis. This platform revolutionizes ticket pre-processing to maximize agent efficiency.
- Ticket analysis: summary, sentiment analysis, translation, categorization, prioritization, and assignment
- Cross-referencing with customer data
- Response generation in the customer's language while following brand tone
- Human validation before sending
The benefits
Revolutionary operational efficiency
Fast and personalized responses
Information available at a glance
50%
reduction in response time
“fAIbrik’s helpdesk software revolutionized my customer service”
Vinatis
Technical Focus
eCommerce-specialized AI that understands customer requests regardless of language, automated order actions based on requests, AI-powered response recommendation and generation.
Future Developments
Automatic responses for simple and recurring requests
Using data collected by the helpdesk software to identify training opportunities