South KoreaConsumer goods2020 – ongoingZinus
Zuri AI customer support over chat and email
Netomi reported 40% contact deflection for Zinus's Zuri support assistant
Problem
Zinus's customer service team faced rising pandemic demand and a substantial ticket backlog. Customers sometimes waited days for a response.
Approach
Zinus launched Netomi-powered AI support over chat and email in 2020. The Zuri assistant handled customer inquiries through those channels. Voice and SMS remained planned additions.
Results
Takeaway
Netomi reported deflection above the initial target. The supplier did not disclose the measurement period or a controlled comparison.
Categories
- Size
- Large enterprise
- Industry
- Consumer goods
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Netomi described the 2020 launch and reported 40% deflection. It quoted Zinus's customer-care director reporting a backlog reduction from around 3,000 tickets to fewer than 50.
Full details are in the original sources.
