Madame Coco Increased Self-Service Rates and Reduced Costs with Virtual Agents

The Challenge

Madame Coco’s limitation of customer service availability to specific working hours on both voice and text-based channels did not fully align with its goal of providing instant responses to customer needs. Additionally, the existing touch-tone IVR system in the call center required customers to go through numerous keypresses or endure long wait times to access accurate information.

The Solution

By implementing Knovvu Virtual Agent, Madame Coco transformed their customer service operations. With the support of conversational AI technology, the brand provided uninterrupted 24/7 assistance while enhancing customer experience through service in 5 different languages (Turkish, English, German, French, and Dutch). The conversational IVR (voice-enabled) system automatically handled 54% of incoming calls, reducing resolution times and lowering the volume of calls requiring agent intervention. Previously managed by 9 agents, the text-based service channels are now efficiently handled by just 2 agents. These advancements allowed Madame Coco to improve the quality of service across their service channels, voice and text, achieving a self-service rate of over 84%.