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The Opportunity
High Call Volume
Customer service teams were overloaded with calls, with a 55% handover rate to human agents
Scattered Information
Outdated and fragmented Internal databases make it difficult to provide consistent and fast answers
Long response time
Clients often faced delays and inefficiency, leading to slower resolutions and higher support costs
The Solution
We built WOOGO, an AI-powered chat assistant for Woo’s website and app. Designed to reduce call volume while keeping human oversight when needed, it helps customers and non-customers solve issues directly in chat, retrieving accurate answers from internal knowledge bases.
Developed side by side with internal teams, the project involved cleaning databases, updating FAQs, and building a monitoring and alert system that allows operators to step in whenever necessary. This not only ensured higher success rates but also greater trust in the tool.
WOOGO distinguishes between generic and authenticated chats, provides secure access to client data when required, and guarantees seamless handover to agents. Continuous retraining and feedback loops have improved accuracy and reduced handover rates, making the assistant more efficient and reliable over time.
The Impact
With WOOGO, Woo achieved a significant drop in handover rates from 55% to 29%, meaning 26% more conversations are now solved directly in chat.
Each month, the assistant handles around 56.000 conversations for more than 32.000 users, helping to contain about 40,000 requests that would otherwise reach call centers. This allows human agents to focus on cases where their expertise adds real value, while generating monthly savings of about €37k and over €500k since launch.
Customers benefit from faster service, with an average response time of 4.6 seconds and accuracy close to 90%. Beyond financial and operational gains, continuous retraining and feedback loops keep improving results, making the system more reliable and effective over time.
See it in action
