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Revolutionizing Retail: How Gratis Transformed Customer Service with Jetlink's Cutting-Edge AI Chatbot, Lila
In late 2022, Gratis, one of Turkey's leading retail brands in personal care and beauty products, embarked on a strategic partnership with Jetlink to enhance its customer service capabilities. This collaboration marked a significant turning point in Gratis's customer engagement strategy, leading to the integration of Jetlink's advanced chatbot technology, resulting in the creation of Lila. This chatbot was designed to manage customer inquiries across multiple channels and provide detailed product information, significantly transforming the customer experience.
المنتجات والخدمات المستخدمة
أهداف المشروع
Upon establishing a collaboration with Jetlink, Passo ventured into the realm of AI by introducing an AI-driven virtual assistant. This cutting-edge solution now expertly handles approximately 92% of conversations that previously required call center support.
This strategic shift has dramatically reduced the workload on the call center personnel, allowing the AI to serve over 400K users since its implementation that is almost 7 months as of today. Even in its early stages of deployment, the Passo Assistant boasts a remarkable comprehension rate surpassing 90%, illustrating its continuous learning and improvement capabilities and attracting increased user engagement each day.
99%
معدل مطابقة النوايا الدقيق مع تقنيات LLM
12 ألف
Hours saved with automation / monthly
150 ألف
Conversations / monthly
About Gratis
الصناعة: العناية الشخصية والجمال
حجم الشركة: مؤسسة
موقع المقر الرئيسي: اسطنبول، تركيا
Gratis is a well-established retail brand in Turkey, renowned for its extensive range of personal care and beauty products, and its vast network of stores. On the technology front, Jetlink specializes in artificial intelligence and chatbot development, providing innovative solutions that help businesses improve customer service operations and engagement.
Technologies Used
The project leveraged several advanced technologies developed by Jetlink, including LLM RAG (Retrieval-Augmented Generation) technology and the GPT 4o-mini model. These technologies allowed Lila to engage with customers in a more conversational and human-like manner, significantly enhancing the customer experience.
Lila was integrated across various platforms, including the Gratis website, WhatsApp, and mobile applications, making it accessible to a broader audience. Additionally, in 2024, Jetlink developed a product intent feature for Lila, enabling customers to ask detailed questions about Gratis's products directly through the chatbot.
Gratis faced the challenge of managing a high volume of customer inquiries, particularly through its website and customer service hotline. The primary goals were to reduce the workload on the customer service team, efficiently handle multiple inquiries simultaneously, and ensure a high level of accuracy in understanding customer needs. Furthermore, there was a growing demand for a solution that would allow customers to easily obtain detailed information about products, directly through a chatbot.
Challenges Addressed
تفاصيل الحل
Jetlink developed Lila, a sophisticated chatbot powered by LLM RAG and GPT 4o-mini technology. Lila was initially launched on Gratis’s website, where it quickly proved its effectiveness in managing customer inquiries. In early 2023, Lila was integrated into Gratis’s WhatsApp channel, and by March 2024, it became available on the mobile app. One of the key enhancements introduced in 2024 was the product intent feature, allowing users to ask Lila detailed questions about any product offered by Gratis. This feature empowered customers to make more informed purchasing decisions by providing them with comprehensive product information directly through the chatbot.
The implementation of Lila brought significant benefits to Gratis’s customer service operations:
Increased Interaction Volume: By 2023, Lila was handling an average of 50,000 successful conversations per month on the website, with a comprehension accuracy rate exceeding 96%. With the expansion to mobile applications in 2024, the average monthly conversation volume increased to 150,000.
Enhanced Accuracy: The integration of LLM technology boosted Lila’s accuracy in understanding customer inquiries to over 99%, leading to higher customer satisfaction. Improved Product Information Accessibility: With the introduction of the product intent feature in 2024, customers could now easily access detailed information about any product offered by Gratis, directly through the chatbot, improving their overall shopping experience.
Reduced Customer Service Load: By automating responses to frequently asked questions and providing detailed product information, Lila significantly reduced the need for customers to contact the service hotline, thus easing the workload on the customer service team.
الفوائد المحققة
ماذا بعد؟
أدت شراكة Gratis مع Jetlink إلى تغيير جذري في خدمة العملاء وتفاعلهم. أدى دمج تقنيات الذكاء الاصطناعي المتقدمة، بما في ذلك LLM RAG وGPT 4o-mini، إلى زيادة كفاءة خدمة العملاء وتحسين رضاهم بشكل ملحوظ. كما ساهم تطوير ميزة "هدف المنتج" في تحسين تجربة العميل من خلال توفير وصول سهل إلى معلومات المنتج التفصيلية.
مع استمرار تطور ليلا، تسعى جراتس إلى الحفاظ على ريادتها في قطاع التجزئة من خلال تحسين تجربة العملاء باستمرار من خلال حلول مبتكرة. تُرسي هذه الشراكة الاستراتيجية مع جيت لينك معايير جديدة للتفاعل مع العملاء وتميز الخدمة في قطاع التجزئة التركي.
Ready to combine AI automation with real human connection? Let’s talk.
📩 جدولة عرض توضيحي | 🚀 نشر الدردشة الحية للذكاء الاصطناعي | 📈 تعزيز الدعم والمشاركة
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