Villa Market

91% Session covered by Mind AI’s Conversational AI in a prominent supermarket chain in Thailand

Company Overview

Thailand-based prominent supermarket chain, boasting an extensive network of 35 supermarkets in the country.

  • Industry

    Retail

  • Use Case

    Customer Service

Villa Market

Pain Points

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).

Solutions

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.

91% +

Sessions Covered by AI

On average, each branch had 50 customer interactions with AI per day, with 46 customers calling the branch again.

4.85 / 5

Customer Satisfaction

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).

93.6% +

Accuracy (In Scope)

72.1% +

Development Time Saved

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