What challenges did LPP S.A. face before AI implementation?

Scale customer support across more than 300 channels and dozens of languages. Reduce wait times and operating costs while maintaining customer satisfaction. Help live agents resolve complex requests faster across multiple digital channels.

What was the impact of the AI solution?

As of March 2023, Yosh.AI had developed and launched 106 chatbots and a voicebot for five LPP brands. The virtual agents increased automation and customer satisfaction by decreasing wait time. The Dialogflow CX-based conversational AI achieved over 90% accuracy. The platform helps human agents resolve requests faster by providing highlighted chat transcripts, recommended responses, and actionable analytics.

Rank#2,202of 3,107

Source

GCP

LPP digitizes multichannel customer service with Dialogflow CX

Use case typeCustomer service automationUpdated Jul 26, 2023

LPP S. A. is an international fashion retailer based in Poland that operates five brands, an extensive e-commerce footprint, and more than 2,000 brick-and-mortar stores in almost 40 countries. Yosh. AI helped LPP digitize customer support with Dialogflow CX, Google Business Messages, BigQuery-based analytics, and multilingual virtual agents across web, social media, messaging, and voice channels. The implementation was designed to automate customer service, support human agents with highlighted transcripts and recommended responses, and improve customer satisfaction while reducing wait times.

Organization: LPP S.A.
Industry: Retail
Location: Poland
Published: July 2023

Reported outcomes

90%

accuracyQuality & accuracy

106 countchatbots launched5 countbrands supported

Strategic outcomes

Customer experience & trustReduced wait times for supportOther strategic outcomeFaster agent resolution with assist toolsScale & capacityExpanded support across many channels and languages

Catalog median for quality & accuracy deployments: +90% across 282 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 3

1Customer service automation
2Conversational support
3Omnichannel service delivery

Scale customer support across more than 300 channels and dozens of languages.
Reduce wait times and operating costs while maintaining customer satisfaction.
Help live agents resolve complex requests faster across multiple digital channels.

Yosh.AI partnered with LPP to build virtual chat agents on Dialogflow CX.
The solution integrated website chatbots, Google Business Messages, social media, and a voicebot, and connected with Genesys Cloud Contact Center and BigQuery-based analytics.
The virtual agents continuously evolve with new features, rules, and natural language understanding capabilities, and support more than 133 languages through Dialogflow's native language solutions.

Technologies

Dialogflow CX BigQuery Google Business Messages Genesys Cloud Contact Center

As of March 2023, Yosh.AI had developed and launched 106 chatbots and a voicebot for five LPP brands.
The virtual agents increased automation and customer satisfaction by decreasing wait time.
The Dialogflow CX-based conversational AI achieved over 90% accuracy.
The platform helps human agents resolve requests faster by providing highlighted chat transcripts, recommended responses, and actionable analytics.

Architecture

Yosh.AI built virtual chat agents on Dialogflow CX and connected them to LPP's websites, Google Business Messages, social media, messaging services, a voice channel, Genesys Cloud Contact Center, and BigQuery-based analytics. The system supports multilingual interactions and routes complex cases to human agents with transcript highlights, suggested responses, and analytics.

Implementation partners1

Yosh.AI

Sources & evidence1

Groundedness: 4/5Type: Blog PostPublished: Jul 26, 2023Publisher: Google CloudEvidence: VendorConfidence: Medium

Primary source

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Customer evidence