AI chatbot for fast and excellent first-level support (German only)

When great support is part of the product

Fressnapf is Europe's largest retailer for pet supplies and has been dedicated to all aspects of animal welfare through its own innovation division since 2019. One of the biggest innovations to emerge from this is the Fressnapf GPS tracker for dogs, which has been a major sales success since early 2021. The tracker and app are technically complex and raise many questions, from how to charge the device to how it functions.

FAQs and service staff alone were barely enough to handle this. At the same time, the product relies on satisfied customers: Great support is one of the most important selling points for the tracker. This resulted in three goals for the service team:

1. Fast answers instead of long wait times
2. Available around the clock
3. Consistently high quality, even with increasing volume

Why moinAI?

When the tracker launched, the service needed to be up and running quickly. moinAI stood out for three reasons:

• Fast to go live: Only four weeks passed from the initial contact to the go-live date.
• No starting from scratch: Existing FAQs and industry templates from moinAI provided the initial topics, such as "charging the tracker," "how it works," and "current issues." moinAI handled the entire setup of the AI.
• Editorial control: Fressnapf retains full control over every answer provided by the AI assistant.

On the website, in the shop, and in the app

The AI assistant is deployed wherever questions about the tracker arise: on the Tracker landing page, on the sales page in the online shop and directly in the Tracker app, in German and French. If it cannot answer a question, the request is forwarded via email to the appropriate contact person in the service team.

Trackers and questions are constantly evolving. Dreaming therefore groups questions that the AI assistant cannot yet answer by topic and shows which ones are becoming more important. This means the service team does not have to constantly expand the topics manually. The analyses in the moinAI Hub also provide insight into how customers use the chat.

This case study shows how Fressnapf set up first-level support for a product that requires explanation, providing fast responses, 24/7 availability, and full control at all times. With over 4,000 conversations per month, the AI assistant is one of the five most successful moinAI implementations.

Learn, among other things:

• The three steps Fressnapf took to go live in just four weeks
• How Fressnapf selected the initial topics for a technically complex product

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• How the AI assistant compares to the moinAI average in terms of automation, ratings, and handovers
• Which questions Fressnapf answers using the analyses in the moinAI Hub
• How Fressnapf creates answers with generative AI while maintaining editorial control