La Redoute deploys an Azure OpenAI customer-service agent that handles 60% of mobile app messaging responses without human intervention
La Redoute· FranceAzure OpenAIFrench e-commerce retailer La Redoute deployed a conversational AI agent on Azure OpenAI Service in fall 2024, covering its FAQ scope in France. Of 150,000 AI conversations since deployment, 60% of responses in the mobile app messaging were handled without human intervention; the CIO states savings of 60 to 70 euros for every euro spent.
Overview
French e-commerce retailer La Redoute deployed a conversational AI agent on Azure OpenAI Service in fall 2024, covering its FAQ scope in France. Of 150,000 AI conversations since deployment, 60% of responses in the mobile app messaging were handled without human intervention; the CIO states savings of 60 to 70 euros for every euro spent.
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Inspect the highlighted sourceThe solution
La Redoute built a conversational agent on Azure OpenAI Service, deployed in the fall of 2024, and tested generative AI first in its French scope. The use case focuses on the most frequently asked questions (FAQ) already in place on the website and mobile application. After the AI agent's first conversation, advisors intervene directly on the customer's channel of choice (phone, messaging or email). Technical and business employees were supported at each key stage of the deployment.
Reported business value
According to the Microsoft customer story, 60% of responses provided through La Redoute's mobile app messaging, out of 150,000 AI conversations since deployment, were handled without human intervention. The advisors report that the topics they handle are now more qualified. The CIO states that for every euro spent the company saves an average of 60 to 70 euros.
Sources
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