Internal AI Chatbot for Retail Chain
Large-scale retail chain - 1,200 employees, 18 stores across Northern Italy
74%
Requests handled automatically
-96% (from 24h to 45 seconds)
Average response time
2 FTE to strategic activities
HQ staff reallocated
-35%
In-store procedural errors
+28 NPS points
Employee satisfaction (survey)
The problem to solve
The 1,200 employees across 18 stores generated 500+ weekly requests to headquarters: questions about operational procedures, shift management, HR requests, IT tickets, and questions about current promotions. The headquarters team employed 3 full-time staff just to answer these requests, with average response times of 24 hours.
What we implemented
Internal AI chatbot accessible via company app and in-store computers, trained on: (1) operational procedures and sales manuals, (2) HR policies (shifts, leave, sick days, payroll), (3) product sheets and current promotions, (4) IT procedures and troubleshooting. Automatic escalation to the relevant department for complex requests.
Measured impact
Requests handled automatically
74%
Average response time
-96% (from 24h to 45 seconds)
HQ staff reallocated
2 FTE to strategic activities
In-store procedural errors
-35%
Employee satisfaction (survey)
+28 NPS points
Timeline
10 weeks (4 development + 3 knowledge base + 3 gradual rollout)
Investment
55,000 - 75,000 EUR (Training 4.0 tax credit for training component)
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