FranceRetail and e-commerce2024 – ongoingLa Redoute
AI agent for mobile app customer messages
La Redoute's AI agent handles 60% of app messages without staff
Problem
Many customer questions to the French retailer were routine, such as order tracking and returns.
Approach
In fall 2024 the company put a conversational agent built on Azure OpenAI Service into its mobile app messaging. It answers FAQ-type questions. The project began in France.
Results
60%Share of mobile app messaging inquiries handled by AI agents without human intervention
150,000AI customer-assistant conversations since deployment
60-70 eurosAverage saving per euro spent, according to the company
Takeaway
The agent now takes most routine app messages. The company puts the saving at 60 to 70 euros per euro spent.
Categories
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor's case study
Sources
Source summaries
[1]Microsoft10 Jul 2025
Microsoft describes how La Redoute runs an AI agent in its app messaging. The agent handled 60% of messages without staff and held 150,000 conversations since deployment.
Full details are in the original sources.
Added 25 Oct 2026 · Updated 25 Oct 2026
