Thousands of Replies, Minimal Errors: AI Chatbots at Seznam Undergo Rigorous Testing
While many companies are still hesitating on how to effectively harness artificial intelligence, Seznam.cz already knows what truly works for its services. With AI chatbots developed by Daktela, it managed to handle over 35,000 customer queries in the B2B domain, achieving an average factual accuracy rate of 95%.
The chatbot processes 3,000 to 4,000 queries monthly. The factual correctness of responses – also known as the bot accuracy rate – is a key metric for evaluating customer experience quality. It indicates how frequently the chatbot provides accurate and relevant answers to user inquiries. A high accuracy rate is essential not only for customer satisfaction but also for operational efficiency (Kodif.ai, 2024).
Customer communication has undergone a fundamental transformation in recent years. Companies are looking for ways to handle increasing demands, streamline operations, and simultaneously deliver top-tier service. This is where AI proves its value. The collaboration between Seznam.cz and Daktela demonstrates that AI can deliver both high efficiency and response quality in real-world operations.
Whereas many firms implement AI without proper feedback mechanisms, Seznam.cz took a different path. “We wanted to know exactly how accurately our chatbot responds — how many of its answers are actually correct,” says Martin Giba, Special Projects Manager at Seznam.cz.
According to Giba, the test results were outstanding: 95% of responses were factually correct. The chatbot manages 3,000–4,000 queries each month across B2B services such as Firmy.cz, Sreality.cz, Zboží.cz, and Sklik.cz. For comparison, Kodif.ai and Zendesk data show that average chatbot accuracy on the market ranges from 70–80%, with only the most advanced AI systems exceeding 90%. Daktela's chatbot performance clearly surpasses this average, ranking it among Europe’s elite.
Accuracy was evaluated through internal knowledge base comparisons and manual checks by human operators. Besides high precision, Seznam also reported significant improvements in customer service efficiency:
“Our aim with AI was not to replace human operators but to free them from routine tasks,” Giba clarifies. Operators now focus on more complex issues, while the chatbot effectively handles frequently asked questions.
Implementing Daktela's AI solution led to notable cost reductions in customer support — up to 30%. While average market savings range between 20–30% according to McKinsey a IDC, Seznam.cz hits the upper limit. The chatbot manages thousands of interactions simultaneously, enabling operators to concentrate on higher-value tasks, thereby boosting both efficiency and service quality. According to Juniper Research, AI chatbots can resolve queries in a fraction of the time and cost (Juniper, 2023).
The platform and AI tools were supplied by Czech company Daktela, which specialises in unifying customer communication into a smart platform and automating customer service. “Our partnership with Seznam illustrates how AI should work in business — measurable, meaningful, and operational. No show, just results. This isn’t a demo — it’s live operations handling thousands of queries with 95% factual accuracy,” says Antonín Chadima, Enterprise Manager at Daktela.
The Seznam.cz case proves that properly deployed AI brings tangible business benefits. Savings, higher customer satisfaction, 24/7 availability, and measurable accuracy elevate customer care to a new level. In e-commerce, chatbot implementation can lead to up to 23% more conversions ((Glassix, 2024). In telecommunications, AI handles 70% of automated queries (Mindtitan, 2024). IAI chatbots are thus becoming the standard for modern support across sectors.
Seznam.cz plans to expand its use of AI across its services. In addition to chatbots, it aims to implement more Daktela AI agents in customer service, including Emailbot, Smart IVR, and AI Topics – a tool for AI-powered analysis and categorisation of customer queries. The goal is to create a seamless, accessible, and measurable customer experience.
About Daktela:
Daktela is one of the largest SaaS companies in the Czech Republic, currently operating in seven markets and several others through partners. Daktela's core business is the development, delivery and full operational support of an application to unify customer communications and manage the customer experience. Daktely's software is used by more than 1,600 companies of various sizes worldwide. The biggest benefit is that within a single platform, companies handle communications via phone, email, web chat and social media. In the Czech Republic, Daktela came to prominence as a co-author of Smart Quarantine as part of the COVID19CZ initiative and the 1221 information line.
The company currently has over 170 employees in the Czech Republic, Slovakia, Poland, Great Britain, Hungary, Serbia and Romania. Daktel was founded in 2005 by then 28-year-old software experts David Hajek and Richard Baar as a telecommunications start-up. In 2021, private equity fund Sandberg Capital, one of the most important investors in technology companies in the region, invested in Daktela. The fund is now the majority owner of Daktele, with a minority stake split between its founders. For more information, visit www.daktela.com and www.sandbergcapital.com.
