Sales come in waves. Slevomat, one of the largest Czech online marketplaces for travel, experiences, services and goods, knows this all too well. Hundreds of thousands of customers, thousands of partners and a calendar full of seasonal peaks meant the customer care team was constantly balancing speed against quality. As the volume of queries grew, every extra click between systems became a thief of the operators' time.
The team already had an omnichannel solution. What it lacked was a way to grow without growing the number of operators.
This story will sound familiar to anyone who has tried to scale customer support beyond a certain point. The channels lived in their own separate worlds, each managed in a different window. A proper ticketing system to tie them together was missing. Operators couldn't easily trace a customer's journey across chat, email and phone, so most conversations started again from scratch. Routine queries fell into a queue meant for complex cases, and the reporting tools couldn't capture the patterns hidden in the traffic.
The business impact was predictable. Team capacity was dissolving into repetitive tasks, steering operations grew more complicated, and during peaks support struggled to keep up.
Slevomat wasn't looking for a mere upgrade. The team wanted a platform that would unify every channel, connect to the existing CRM and open the door to real AI automation. Daktela offered a modern AI contact centre that met all three conditions, and on top of that gave room to grow into voicebots, emailbots and LLM integrations as the individual use cases matured.
It was less about swapping a tool and more about a foundation for the next phase of customer care.
The deployment brought chat, calls and email into a single working environment and layered AI on top. The chatbot and voicebot went live first; the emailbot is still in development. LLM modules were connected to the CRM, internal processes were automated through API integrations, and all communication came together under one roof. Just as importantly, operators were handed the wheel. They manage, retrain and tune the bots themselves, without waiting in a developer queue. Daktela was also fully integrated into the sister project Zľavomat in Slovakia.
Once the platform settled in, the results spoke for themselves:
73% of chat requests are now handled by the chatbot. An operator steps in only when the question truly needs a human.
63% of phone calls are handled by the voicebot, which catches routine traffic before it reaches the operator queue.
1 to 1.5 full-time roles saved, depending on the season. That capacity flows back into the chats and calls where customer satisfaction is born.
The headline numbers are only one side of the coin. After moving to Daktela, the Slevomat marketplace noticeably relieved its operators, sped up response times across channels, and finally gained a unified, controllable view of every customer conversation. Just as crucial, the new solution gives the team room to maneuver. Once AI support becomes part of the daily workflow, scaling no longer means hiring, but fine-tuning what the bots already do well.
“Implementing Daktela was a strategic move for us. It helped us not only unify our communication, but above all it opened the path to automation and to scaling customer support. With the chatbot we resolve 73% of queries and with the voicebot 63% of calls, so today we handle most requests without an operator stepping in. Faster responses and a consistent customer experience translate directly into higher satisfaction for both customers and partners. Daktela also gives us the data and control we need for continuous optimisation, which strengthens our position as a market leader.”
Jakub Vála, Customer Care Team Leader, Slevomat.cz
Slevomat shows one important thing. Unifying channels makes sense, but the real productivity leap comes once that unified view is paired with automation that quietly handles the routine work. For a marketplace operating at high volume, it is exactly this pairing that decides whether a busy season stays manageable or starts to spiral out of control.
