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Title
Hisense Gorenje Europe puts a Freeday AI customer-service agent on webchat in Germany and the UK
…ults Harley & Gorini Customer Service colleague Employer Hisense Gorenje Europe Channel Webchat Market DE → UK Live since 15 Dec 2025 Live, in expansion For Hisense Gorenje Europe Live since 15 Dec 2025, in expans…
Company
Hisense Gorenje Europe
…ress Freeday in the news Sign in Book a demo 🌐 EN 🇬🇧 English 🇳🇱 Nederlands Digital colleague · live at Hisense Gorenje Europe Harley & Gorini answer the customers your team never had time for Hired onto we…
Description
Freeday's AI digital colleague went live on Hisense Gorenje Europe's German webchat on 15 Dec 2025, later logging cases into Salesforce and extending to a UK market in May 2026. The page reports 22,351 conversations handled per month, 71.1% value delivered, CSAT 3.4 and 25.4 FTE-equivalent, against about 31,000 cases a month across 21 FTE. Projected ramp figures on the page are modelled, not measured.
…epetitive volume, resolving end to end and handing the rest to the team. Result Current result: 22,351 conversations a month , 71.1% value delivered , CSAT 3.4 , and 25.4 FTE-equivalent . Answer Question Document Extraction Action Fulfilment Human Handover Jan 2026 ·…
…ut not all landed in the system of record, so reporting stayed manual. Solution Every conversation now logs straight into Salesforce , with case, outcome and action attached. Result Full case visibility and clean handover, with no extra effort from the t…
…uivalent 18 FTE Projected as email, Spare Parts and Claim Status come online. . Projected ramp is modeled from the go-live baseline and the planned expansion, not measured results. Connected systems It works the tools HGE already runs. No re-platforming. Harle…
Problem
Hisense Gorenje Europe's customer service handled around 31.000 cases a month across 21 FTE, roughly 80% of them repetitive, and had no webchat channel at all.
…Service colleague, webchat (DE) Hisense Gorenje Europe · Customer Service Pain Around 31.000 cases a month across 21 FTE, roughly 80% repetitive , and no webchat channel at all. Solution Stood up webchat for the German market and put Harley & Gorini on the…
Solution
Freeday stood up webchat for the German market and put its AI digital colleague on the repetitive volume, resolving cases end to end and handing the rest to the team. It later logged every conversation into Salesforce and was rolled into the UK market, in English, on the same skills. It works with the systems the service team already uses, such as Salesforce, SAG, Hybris and SharePoint.
…across 21 FTE, roughly 80% repetitive , and no webchat channel at all. Solution Stood up webchat for the German market and put Harley & Gorini on the repetitive volume, resolving end to end and handing the rest to the team. Result Current result: 22,351 conversations a month , 71.1% value delivered , C…
…K customer base needed the same webchat coverage that Germany now had. Solution Rolled the proven setup into the UK market as Harley UK , in English, on the same skills. Result One colleague, two markets , the same standard of answer. Answer Questio…
…reads from and writes to the systems the customer service team uses every day. Salesforce Case logging & CRM SAG Service application gateway Hybris Commerce & orders SharePoint Knowledge & documents Industry insight · home appliances In home appliances, the first wins are docum…
Business value
The vendor-reported current results are 22,351 conversations a month, 71.1% value delivered, CSAT 3.4 and 25.4 FTE-equivalent, and the first three weeks on German webchat measured about 75% of questions answered. The page states that the projected ramp figures are modeled from the go-live baseline and the planned expansion, not measured results.
…epetitive volume, resolving end to end and handing the rest to the team. Result Current result: 22,351 conversations a month , 71.1% value delivered , CSAT 3.4 , and 25.4 FTE-equivalent . Answer Question Document Extraction Action Fulfilment Human Handover Jan 2026 ·…
…1–3 Projected ramp Volume 2700 /wk Measured, first three weeks on webchat (DE). Questions answered 75 % Measured, first three weeks on webchat (DE). CSAT 3.4 /5 Measured, first three weeks on webchat (DE). FTE-equivalent 4.0 FTE…
…uivalent 18 FTE Projected as email, Spare Parts and Claim Status come online. . Projected ramp is modeled from the go-live baseline and the planned expansion, not measured results. Connected systems It works the tools HGE already runs. No re-platforming. Harle…
Industry
Consumer Goods
…lue delivered 25.4 FTE-equivalent delivered 3 wks from go-live to these results Industry Home appliances Department Customer Service Channel Webchat Market DE → UK Live since 15 Dec 2025 Status Live, in expansion…
AI capabilities
Conversational AI
…ms ↗ Human Handover Knows when a person should step in Skill 01 Answer Question Resolves customer questions from the knowledge base and product documentation, in the customer’s language, without a scripted decision tree. At Hisense Gorenje Europe Carries the bulk of the repetitive webchat volume, th…
Technology
Freeday, Salesforce, Hybris, SharePoint
…reads from and writes to the systems the customer service team uses every day. Salesforce Case logging & CRM SAG Service application gateway Hybris Commerce & orders SharePoint Knowledge & documents Industry insight · home appliances In home appliances, the first wins are docum…
Headline outcome
…→ See the numbers 22,351 conversations handled per month 71.1% value delivered 25.4 FTE-equivalent delivered 3 wks from go-live to these results Harley & Gorini Customer Service colleague…
Use case type
Conversational assistant
…ms ↗ Human Handover Knows when a person should step in Skill 01 Answer Question Resolves customer questions from the knowledge base and product documentation, in the customer’s language, without a scripted decision tree. At Hisense Gorenje Europe Carries the bulk of the repetitive webchat volume, th…
