Elevating CX in eCommerce: Mister Spex Reduces Call Times and Optimizes Parcel Tracking

Welcome to the latest edition of "Transforming CX: Inspiring Stories from Leading Enterprises," featuring Mister Spex , Europe's leading digitally-driven omnichannel online optician, serving over 7 million customers across 10 countries. Mister Spex recently revamped its customer service strategy by integrating an AI Phone Agent with Cognigy, marking a significant milestone in customer service innovation.?

The Challenge?

Despite Mister Spex's robust forecasting model for incoming calls, they faced the challenge of unpredictable peak times and agent shortages in its contact center, leading to extended hold times for customers. Managing high call volumes didn't align with their customer-centric approach, prompting the decision to automate the phone channel to improve efficiency and enhance customer satisfaction.?

The Solution?

Mister Spex implemented an AI Agent trained on common customer inquiries, empowering them to replace the entire IVR logic. The AI seamlessly verifies customers over the phone, retrieves order status from the CRM, and autonomously handles "Where is My Order" inquiries, reducing the workload on the customer service team. Integration with Genesys and Microsoft ensures a smooth interaction process.?

The results speak volumes:?

• ?? 70% caller verification rate?
• ?? 30 seconds saved per call?
• ?? Over 50% of "Where is my Order" inquiries are now fully automated!?

WISMO inquiries are now managed efficiently, and functional reporting allows for immediate correction of errors, and all of this has been achieved in just a 3-month window. Future plans include expanding the AI Agent's capabilities to cover more automated functionalities, promising even greater efficiency.?

Mister Spex believes this innovative approach is the future of customer service and is committed to continuously training its AI Agent to enhance both customer and employee experiences, embracing the era of AI-driven interactions.?

Want to find out more about how Mister Spex is transforming its customer service with Cognigy's AI Agents? Join Pamela Becker, Director of Customer Service at Mister Spex, and Sebastian Glock, Director of Product Marketing at Cognigy, for a special webinar tomorrow, March 12 at 11:00 a.m. (CET) Secure your spot now:?Register here ?

For more success stories like this, visit our customer success page!?