97% of Product Consultation Automated with AI Employee Flora
Learn how Neudorff automated 97% of product consultation with Qualimero's AI employee Flora and reduced costs per consultation by 99%.
Customer:
Neudorff GmbH
Industry:
Retail / E-Commerce Garden Supplies
Company Size:
Leading Provider of Garden and Plant Care Products
Website:
https://www.neudorff.deSolution Used:
AI Employee Flora (Product Consultation)
Neudorff, a leading provider of garden and plant care products, faced the challenge of digitizing and scaling its high-quality product consultation while simultaneously reducing costs and improving consultation quality.
The high frequency of recurring inquiries overwhelmed the service team, while complex legal requirements placed high demands on consultation accuracy.
Through the implementation of AI employee Flora from Qualimero, Neudorff was able to master these challenges. Flora, specially trained for product consultation, achieved impressive results: 97% accuracy in product recommendations, an average response time of under 5 seconds, and cost savings of 99.2% per chat.
W. Neudorff GmbH KG is an established and leading manufacturer of environmentally friendly products for plant care and plant protection. With a broad range, Neudorff caters to both hobby gardeners and professional users and successfully distributes its products through various channels, including e-commerce. High consultation quality and customer service are central components of the brand identity.
Neudorff faced the following problems:
Neudorff evaluated various automation approaches and chose Qualimero because:
What particularly convinced us about Qualimero was the complete service – from data preparation to go-live. This allowed us to focus on our core business.
– Julia Ameling, Marketing, Neudorff
Flora analyzes incoming inquiries based on extensive product data and customer history to suggest the right solution in 97% of cases. She continuously learns from every dialogue and thus continuously increases her hit rate.
Thanks to AI-powered product recommendations, Neudorff increases sales in various categories. Flora immediately recognizes cross-selling potential and recommends suitable additions – without additional personnel costs or complex workflows.
Neudorff customers receive not only product tips but also clear instructions for proper application and sensible product combinations. This promotes satisfaction and minimizes follow-up questions or misapplication.
With just one photo, Flora identifies pests and diseases and immediately recommends suitable products. This function replaces time-consuming manual diagnoses and ensures fast, targeted assistance.
“Flora, our AI employee, is revolutionizing our product consultation. She combines our expertise with AI efficiency and offers our customers excellent consultation quality and customer service around the clock.”
Michael Horn
Head of Digital, Neudorff
Within a few weeks, Flora automatically handled 97% of all consultation processes and significantly relieved the service team.
Through AI deployment, average costs per consultation dropped by an impressive 99.2%. These savings allow Neudorff to invest the budget differently and increase profitability.
Automatic upselling in 21 categories led to a significant increase in average order value.
The customer service team was significantly relieved and can focus on more complex inquiries. The image recognition function drastically shortened processing time for pest inquiries.
All surveyed users rated Flora's consultation as precise and helpful. This consistently positive feedback underscores the acceptance and value of the solution.
Qualimero convinced Neudorff through the combination of:
