{"slug":"hisense-gorenje-europe-puts-a-freeday-ai-customer-service-agent-on-webchat-in-germany-and-the-uk","url":"https://findausecase.com/use-cases/hisense-gorenje-europe-puts-a-freeday-ai-customer-service-agent-on-webchat-in-germany-and-the-uk","title":"Hisense Gorenje Europe puts a Freeday AI customer-service agent on webchat in Germany and the UK","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.","company":"Hisense Gorenje Europe","industry":"Consumer Goods","aiCapabilities":["Conversational AI"],"technology":["Freeday","Salesforce","Hybris","SharePoint"],"deployment":"Unknown","problemStatement":"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.","solutionApproach":"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.","businessValue":"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.","evidence":{"band":"high"},"sourceUrl":"https://www.freeday.ai/casestudy-hisense","dates":{"publishedAt":"2026-10-27T05:45:39.165Z","publishedAtSource":"pipeline","updatedAt":"2026-10-27T05:45:39.165Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/hisense-gorenje-europe-puts-a-freeday-ai-customer-service-agent-on-webchat-in-germany-and-the-uk. Bulk republication requires permission."}