Thailand-based prominent supermarket chain, boasting an extensive network of 35 supermarkets in the country.
Industry
Retail
Use Case
Customer Service
Villa Market’s branch managers wanted to answer any questions regarding the services in Villa Market with the goal of taking customers, who contacted the chain via chat. There was a high volume of FAQs, while there was a lack of resources to tend to those customers. Also, it required a significant amount of time to implement Conversational AI using a Machine Learning model (e.g. Google Dialogflow).
Mind AI’s Conversational AI was provided for customer service, to provide information for the customer and help the user find the product they want. Mind AI’s integration significantly reduced the time required to access information and follow suggested actions, therefore reducing the human manager’s workload and assisting customers in receiving the correct information.
On average, each branch had 50 customer interactions with AI per day, with 46 customers calling the branch again.
A survey at Villa Market with 30 customers using AI assessed system satisfaction for ease of use and information retrieval, resulting in an impressive score of 4.85 on a scale of 5 - 1 (lowest) to 5 (highest).
Accuracy (In Scope)
Development Time Saved
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