Austrian branch of the world’s largest sporting goods retailer uses an AI chatbot to automate their customer support.

Decathlon S.A. is the largest sports retailer in the world founded in 1976 with its first store located in Lille, France. Currently the company has over 2,000 stores across 60 countries in five continents. Its first branch in Austria was opened in 2018 at Shopping City Süd (SCS) in Vösendorf near Vienna, spanning over 5000 square meters and with an actual sales area of 3700 square meters, offering products for more than 70 sports in store as well as via their online shop decathlon.at.

While keeping its own brands and making sports accessible to everyone as their main focus, 2020 was a challenging year for people and businesses (Lockdowns, curfews, working from home). Our homes were offices, gyms and more all at once. Now, more than ever, staying active and healthy has been key during this global pandemic. Thanks to Decathlon it has been much easier to set up home gyms and stay active indoors and outdoors. And due to the current pandemic the sports retailer saw an increase in online orders, fast growth in new customers as well as customer support requests. In order to reduce the response time, the Decathlon Austria team was looking for a quick solution to automate repetitive tasks while freeing their customer support team to tackle more urgent or complex requests. An important criteria was that this solution would be quick to set up, easy to use and in accordance with GDPR.

“Unlike many other solutions, FAQbot enables you to set up a powerful Chatbot all by yourself.”

Decathlon Austria is working with Faqbot, a Belgium-based tech startup that specializes in using artificial intelligence in order to turn FAQ (Frequently Asked Questions) and help center pages into automated customer care chatbots. The chatbot’s name is DecaTRON. It helped the customer service staff when they were faced with significantly higher support requests due to pandemic and in only a few weeks they were able to increase the bots precision to 90%, seamlessly automating most frequently asked questions and smoothly forwarding the remaining requests to their customer care specialists. According to the Decathlon Austria team:” Faqbot convinced us with their flexibility when it comes to individual adaptations during the setup phase, with their great support and the uncomplicated cooperation.”.

To sum up, the chatbot company helps to reduce the response time to repetitive questions and provides the Decathlon Austria service team with more resources to work with the customers who need personal support. Such a strong start is yet another testimony to chatbots being a great way to engage customers and provide 24/7 customer support freeing human agents to tackle more complex tasks for great results and customer satisfaction.

You can talk to DecaTRON here.

Or contact us at hey@faqbot.co for more information.