Challenge
Customer communication was fragmented across multiple tools and providers, making it impossible to provide fast, consistent support or operate online 24/7 with human agents alone.
Království Tiande unified fragmented customer communication into one omnichannel solution, enabling 24/7 support and significantly reducing the workload of their customer service team.
Customer communication was fragmented across multiple tools and providers, making it impossible to provide fast, consistent support or operate online 24/7 with human agents alone.
Daktela implemented an omnichannel platform with an AI chatbot that automated the most common customer requests, unified all communication channels, and freed operators to focus on higher-value interactions.
“We realized we needed to be online 24/7, and it wasn’t possible to cover this with people alone. From the original 2,100 live chat interactions, we reduced it to 100–150 per month. The rest is handled by our virtual colleagues. Our operators can now focus on higher-quality customer care and proactive communication.”
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