Madame Coco Increased Self-Service Rates and Reduced Costs with AI 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.

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The Solution

By implementing SESTEK AI Agents, 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%.