Case study

Virtual assistant for a leading UK retailer

How the retailer managed to double the number of customer enquries handled by deploying a virtual assistant.

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How a virtual assistant reduced customer enquries handled by the contact center

As part of their transition from a traditional brick-and-mortar retailer into a digital innovator, a leading, global home furniture retailer wanted to explore how they could provide an automated solution to high-volume, low-value customer service enquries.

Download the case study to find out how imimobile built a virtual assistant that now acts as a new digital frontline to their agent chat, helping to double the number of customer enquries handled by the contact center.

  • A virtual assistant now provides automated resolution to common enqures
  • CX has been improved through self-service
  • The number of customer enquries handled by the contact center has been reduced by 25%