Gafa Auto, a leading Slovak retailer of car parts and accessories, selected Daktela’s AI-powered omnichannel platform to overcome growing operational pressures. With an expanding product portfolio and up to 20,000 customer enquiries per month, Gafa Auto previously juggled seven disconnected tools—calls, email, chat, WhatsApp, Facebook, and Instagram—leading to inefficiencies and missed handovers.
By implementing Daktela AI, Gafa Auto now resolves 80% of all requests automatically, achieving a 25% reduction in handling time—the equivalent of saving two full-time operators. The platform unifies all channels into a centralised inbox, powered by a CRM with full communication history, ensuring smooth agent transitions and personalised routing. Chatbots and voicebots manage FAQs like order status, delivery updates, and cancellations, while gathering key details before escalation, cutting human call times by up to 3 minutes.
Beyond customer-facing automation, Daktela Copilot assists internally with ticket summarisation, text rewriting, and template suggestions. Gafa Auto plans to expand bot knowledge using blog content and introduce AI-powered call evaluation, further enhancing quality without burdening team leaders.
Thanks to Daktela, Gafa Auto has achieved faster response times, higher efficiency, and 24/7 support scalability—delivering smarter, more personalised automotive service at scale.
