United StatesRetail and e-commerce2023 – ongoingGardens Alive
AI chatbots for gardening customer inquiries
Gardens Alive reduced chatbot escalation to live agents from 50% to 31%
Problem
Gardens Alive needed customer service staff to access complete customer information. Its gardening business handled inquiries across multiple sales channels.
Approach
Gardens Alive replaced Salesforce with Dynamics 365 Customer Service in mid-2023. Later that year, it added digital messaging with AI chatbots built using Power Virtual Agents. The bots used customer data in Dynamics 365 to answer chat inquiries and escalated conversations to staff when needed.
Results
Takeaway
Gardens Alive reduced the share of chatbot conversations requiring a live agent while retaining escalation for customers who needed staff assistance.
Categories
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described Gardens Alive's deployment of customer service chatbots using Power Virtual Agents and Dynamics 365 data. The share of bot conversations escalated to live agents fell from 50% to 31%.
Full details are in the original sources.