IrelandRetail and e-commerce2026 – ongoingSmyths Toys
Codie customer-service agent
Smyths Toys resolved more than 60% of web inquiries with its Codie AI agent
Problem
Smyths Toys faced heavy seasonal demand for customer support. Its customer-care teams previously handled up to 1,000 emails a day during peak periods.
Approach
The retailer introduced Codie using Google Cloud and Gemini Enterprise. Google reported that the agent resolved more than 60% of web inquiries and reduced holiday email backlogs. Customer-care staff could focus on roughly 50 cases requiring more complex judgment.
Results
Takeaway
Routine inquiries accounted for much of the seasonal support burden. Complex cases still required customer-care staff.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agents
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Google reported that Codie resolved more than 60% of Smyths Toys' web inquiries. It also described a reduction from up to 1,000 peak-season emails a day to roughly 50 cases requiring complex judgment.
Full details are in the original sources.
