Percept Case Studies Lovehoney's AI Integration: Boosting Efficiency and Customer Satisfaction

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	Lovehoney's AI Integration: Boosting Efficiency and Customer Satisfaction Percept

Lovehoney's AI Integration: Boosting Efficiency and Customer Satisfaction

Percept

Applicable Industries	Transportation
Applicable Functions	Logistics & Transportation Sales & Marketing
Use Cases	Last Mile Delivery Picking, Sorting & Positioning
Services	System Integration
Challenge	Lovehoney, the UK's largest online adult retailer, faced a significant challenge due to its rapid growth. With 1 in 3 adult products sold in the UK coming from its warehouse, the company's sales increased by 22% in both 2017 and 2018, leading to over 100,000 orders a month. This surge in sales put immense pressure on the customer service team, which was already dealing with complex product queries and delivery logistics. The customers expected to find the information they needed quickly and without any delay. Meeting these expectations consistently was a significant challenge for the customer service team, which was also tasked with managing the increased demand. Read More
About Customer	Lovehoney is the largest online adult retailer in the UK, accounting for one-third of all adult products sold in the country. The company has experienced significant international growth in recent years, with a 22% increase in revenue in both 2017 and 2018. This growth has led to the company receiving over 100,000 orders a month. Lovehoney's customers are knowledgeable and expect to find the information they need quickly and without delay. The company operates contact centers in the UK, USA, and Australia, led by the Head of Customer Service, Matt Oxford. Read More
Solution	To address this challenge, Lovehoney sought a tailored, data-driven solution that could easily integrate into its existing systems. The company aimed to minimize disruption and operationalize the new system quickly. The solution involved the integration of an AI agent to handle a portion of the company's live chats, which was expected to create massive time savings for the team and improve customer satisfaction scores. Within two weeks, Percept.AI had integrated with Lovehoney's systems, and the new AI agent was accurately deflecting over 25% of live chats. This solution was optimized for Lovehoney's unique demands, providing a fast and efficient response to the company's challenges. Read More Log in to view content
Contents

Applicable Industries

Transportation

Applicable Functions

Logistics & Transportation

Sales & Marketing

Use Cases

Last Mile Delivery

Picking, Sorting & Positioning

Services

System Integration

Challenge

Lovehoney, the UK's largest online adult retailer, faced a significant challenge due to its rapid growth. With 1 in 3 adult products sold in the UK coming from its warehouse, the company's sales increased by 22% in both 2017 and 2018, leading to over 100,000 orders a month. This surge in sales put immense pressure on the customer service team, which was already dealing with complex product queries and delivery logistics. The customers expected to find the information they needed quickly and without any delay. Meeting these expectations consistently was a significant challenge for the customer service team, which was also tasked with managing the increased demand.

About Customer

Lovehoney is the largest online adult retailer in the UK, accounting for one-third of all adult products sold in the country. The company has experienced significant international growth in recent years, with a 22% increase in revenue in both 2017 and 2018. This growth has led to the company receiving over 100,000 orders a month. Lovehoney's customers are knowledgeable and expect to find the information they need quickly and without delay. The company operates contact centers in the UK, USA, and Australia, led by the Head of Customer Service, Matt Oxford.

Solution

To address this challenge, Lovehoney sought a tailored, data-driven solution that could easily integrate into its existing systems. The company aimed to minimize disruption and operationalize the new system quickly. The solution involved the integration of an AI agent to handle a portion of the company's live chats, which was expected to create massive time savings for the team and improve customer satisfaction scores. Within two weeks, Percept.AI had integrated with Lovehoney's systems, and the new AI agent was accurately deflecting over 25% of live chats. This solution was optimized for Lovehoney's unique demands, providing a fast and efficient response to the company's challenges.

Impact #1	The integration of Percept.AI's solution into Lovehoney's systems has brought about significant operational benefits. The AI agent learns from past customer questions, extracting insights on the most effective ways to handle different customer intentions, and efficiently directs users to the information they need. This has allowed the customer service team to focus on more value-add tasks, thereby driving value for the company. The solution has also ensured continuity of service even when organizational challenges arose. The success of the solution has led to its implementation across six of Lovehoney's international sites, further enhancing its operational efficiency.

Impact #1

The integration of Percept.AI's solution into Lovehoney's systems has brought about significant operational benefits. The AI agent learns from past customer questions, extracting insights on the most effective ways to handle different customer intentions, and efficiently directs users to the information they need. This has allowed the customer service team to focus on more value-add tasks, thereby driving value for the company. The solution has also ensured continuity of service even when organizational challenges arose. The success of the solution has led to its implementation across six of Lovehoney's international sites, further enhancing its operational efficiency.

Benefit #1	1300+ hours saved every month for the customer service team
Benefit #2	AI agent accurately deflecting over 25% of live chats
Benefit #3	94% customer satisfaction rate achieved

Benefit #1

1300+ hours saved every month for the customer service team

Benefit #2

AI agent accurately deflecting over 25% of live chats

Benefit #3

94% customer satisfaction rate achieved

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Overview

Lovehoney's AI Integration: Boosting Efficiency and Customer Satisfaction

Operational Impact

Quantitative Benefit