How Wollenhaupt Is Using Teasy to Automate Product Advice and Customer Service

Want to see the Wollenhaupt case study in action? Join Annette Mehner from Wollenhaupt in our webinar as she walks through the practical implementation of their chatbot. Watch the recording here.

Tea Reimagined: 24/7 Expert Advice

Wollenhaupt Tee GmbH has been trading tea since 1881. Now in its fourth generation, the company offers a range of around 3,500 active recipes. Wollenhaupt does not sell to end consumers, but rather to specialist tea retailers worldwide. This is exactly what makes this case so unique, as tea consultation is a complex process: it spans categories like black, green, and oolong tea, and delves into specific flavor profiles and delicate aromas. Because Wollenhaupt operates across multiple time zones—with branches in the USA and partners in China—they needed a service that remained available even after the team in Germany had finished for the day.

The challenge for Wollenhaupt: Providing 24/7 support was not feasible in terms of staffing, yet they still needed to offer sophisticated product advice in multiple languages without overwhelming their sales team.

Like many small and medium-sized enterprises, Wollenhaupt asked itself where AI could really add value within its own business. These considerations led to a chatbot project with three clear objectives.

1. Global availability across time zones;
2. easing the workload during peak times;
3. lead generation and new customer acquisition.

Why moinAI? 

The project team at Wollenhaupt was small; their core strength lies in tea, not in chatbot technology. They were looking for a partner who could fill precisely this gap. Through the Hamburg digital scene centred around OMR, the team became aware of moinAI, attended several webinars and were won over.

• Compliance: The EU AI Act and the GDPR were central considerations from the outset.
• Expertise & project support: moinAI contributed its software and chatbot expertise, allowing the team to focus on the content.
• Future-proofing: A forward-looking approach to integration options via webhooks and interfaces. This was important as a new inventory management system was being rolled out at the same time.

The courage to change course

Since going live in early 2026, Teasy has recorded around 1,200 conversations, many of them with new prospective customers who are finding out about Wollenhaupt for the first time. The automation rate already stands at 78 per cent. For an AI chatbot after such a short period of operation, this is an exceptionally high figure. The ongoing maintenance effort: less than 3 hours per week.

‍

This case study shows how Wollenhaupt bridged this gap with their AI chatbot, Teasy: available 24/7 in three languages, featuring dedicated AI agents for service, tea consultation, and recipes. The key to their success was the courage to pivot early on. What began as a planned click-path evolved into a free-flowing dialogue powered by generative AI, all without needing to switch platforms.

Learn, among other things:

• Why even a B2B merchant without direct-to-consumer sales benefits immensely from an AI chatbot
• How Wollenhaupt automated complex tea consultations using multiple AI agents

‍

• Why the original click-path failed and what changed after switching to generative AI
• How Wollenhaupt achieved a 78% automation rate in just a few months
• What companies in similar situations can learn from this project