Leading online grocery retailer Košík.cz implemented AI-powered chatbots and omnichannel automation to manage surging customer inquiries while maintaining high service quality and improving operational efficiency.
Košík.cz experienced a significant surge in customer inquiries, particularly during peak periods and the pandemic, which strained the call centre’s capacity. At the same time, the company needed a flexible solution to automate routine inquiries while allowing agents to focus on more complex customer requests.
Daktela deployed AI-powered automation including the chatbot Markéta, a mailbot for email communication, and a fully integrated omnichannel platform. These tools automated routine interactions, seamlessly transferred complex cases to agents, and allowed the customer care team to manage and optimize bot scenarios directly without IT involvement.
"What we appreciate about the chatbot is that we can change and improve it ourselves without any technical knowledge. We can easily make adjustments during operation, right in our call center. This allows us to respond flexibly to unexpected situations."
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