Case Study
AI-powered solution saves food distributer $2M+ annually
Industry
Function
Topic
Results
$2M+
$2+ million annual savings
85%
85% of emails handled by AI-powered solution
Speed
Faster responses to customer questions
Company Profile
Public global leader in foodservice distribution, sells, markets, and distributes food products plus equipment and supplies to restaurants, healthcare and educational facilities, lodging establishments, and other ‘meals away from home’ customers. Hundreds of distribution facilities worldwide serving hundreds of thousands of customer locations, with tens of thousands of associates and tens of billions in annual sales.
Challenge
Manually handling a high volume of emails
Each month, this wholesale food product distributor receives 20,000 emails across 75 different email addresses. These emails contained questions requiring answers from different departments. Employees had to read, route, get the answer and, ultimately, respond to the email manually. This was a time-consuming, error-prone process that was expensive to run with each email costing an average of $8 to fully handle.
Management wanted a faster, more cost-effective approach to email handling that would also improve the customer experience.
Solution
AI-powered solution provides automated email replies
WonderBotz provided an AI-powered solution that used natural language processing (NLP) to extract information to fulfill each request. It logs each email request and response into ServiceNow and the company’s CRM system for tracking and reporting.
The model learned how to handle 85% of the questions and routed the remaining 15% to the appropriate service representative. As the representatives respond to the remaining messages, their responses are captured and used to train the Solution to better handle similar questions in the future.
The AI-powered solution responded to customer inquiries significantly faster and saved the company over $2 million annually.
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