AI Chatbot for Efficient Customer Service and Digital Transformation

Just like in a florist’s, only digital

Staff in flower shops observe customers and approach them in a targeted manner to offer help exactly where it is needed. Online, it’s different: many customers simply browse at their leisure. As a ‘brick-and-click’ company, Blume2000 is familiar with both worlds.

However, the online service faced clear obstacles: simple enquiries, such as checking the dispatch status or updating the delivery address, ended up being handled by customer service because there were no suitable self-service options. On Mother’s Day, Valentine’s Day or during Advent, the volume of enquiries rises sharply and waiting times become lengthy. The following objectives were set for a solution designed to remedy this situation:

1. Actively engage with customers online, just as you would in-store
2. Take the pressure off the service team when dealing with more complex enquiries
3. Cope with peak times without needing extra staff

Why moinAI?

Blume2000 was looking for a solution that could be up and running quickly and would scale to meet its own requirements. moinAI stood out in three key areas:

• No-code approach: The AI assistant can be set up and customised without any programming. The workload for IT remains minimal.
• Legally compliant from the outset: moinAI is GDPR-compliant, developed and hosted in Germany.
• ‍Flexible further development: New topics, promotions and features can be added at any time.

Service, advice and marketing all in one chat

The AI assistant is in use across the entire Blume2000 website and fulfils three roles. In customer service, it answers questions and triages enquiries. In product advice, it helps customers make purchasing decisions and recommends suitable bouquets. And in marketing, it highlights new features and promotions in the shop.

If an enquiry cannot be resolved via self-service, the live chat team takes over, armed with all the necessary information from the initial screening. This ensures that the service runs smoothly even during the peak season, when the number of conversations per month rises from 1,700 to as many as 5,000.

What customers really ask

"Do you have any hydrangeas at the moment?"

"Will you be stocking Advent wreaths soon?" "

"I need a floral arrangement for the cemetery."

The moinAI case study shows how Blume2000 takes the pressure off customer service and meets customers where they are online. At the same time, free-text entries in the chat reveal which topics matter to customers and how they phrase their enquiries. This enables the AI assistant and the website to be developed in a targeted manner.

Find out, amongst other things:

• How the AI assistant advises customers online in the same way as shop assistants do in-store
• How Blume2000 confidently handles peak periods such as Mother’s Day or Advent

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• The topics customers bring up most frequently in chat
• How free-text entries are turned into customer insights for customer service and the website
• What’s next: website teasers, generative AI and new topics‍