Source proof for La Redoute deploys an Azure OpenAI customer-service agent that handles 60% of mobile app messaging responses without human intervention

…projections. Starting with the level of responses provided by the tool. Indeed, out of the 150,000 customer-assistant AI conversations conducted since the deployment, 60% of the responses provided from La Redoute's mobile app messaging have been effectively handled without human intervention. A strong figure when you know that historically, 50% of the brand's consumers p…

…involves the development of an AI-powered agent to enhance customer engagement. Based on the Azure OpenAI Service language model and deployed in the fall of 2024, it covers the company's FAQ scope and has already proven its effectiveness. 60% of customer inquiries received through the mobile app's messaging feature a…

…g on trust or quality." 60% of responses handled without human intervention For every euro spent, La Redoute saves an average of 60-70 euros Discover more details CUSTOMER La Redoute PRODUCTS Azure OpenAI SERVICES AND SU…

…ry euro spent, La Redoute saves an average of 60-70 euros Discover more details CUSTOMER La Redoute PRODUCTS Azure OpenAI SERVICES AND SUPPORT ORGANIZATION SIZE 1,000-9,999 employees COUNTRY/REGION Fra…

…DUCTS Azure OpenAI SERVICES AND SUPPORT ORGANIZATION SIZE 1,000-9,999 employees COUNTRY/REGION France BUSINESS NEED Artificial Intelligence INDUSTRY Consumer Goods Manufacturing Sha…

…DUCTS Azure OpenAI SERVICES AND SUPPORT ORGANIZATION SIZE 1,000-9,999 employees COUNTRY/REGION France BUSINESS NEED Artificial Intelligence INDUSTRY Consumer Goods Manufacturing Sha…

…enturies, La Redoute has made French style its trademark. If the company is now one of the leaders in e-commerce for fashion and home with 36 million monthly visits, it is because it strives to perfect its expertise over the course of evolving…

…ntaining human control over the technology," says Sophie Brief. Concretely, the company decides to test the capabilities of generative AI first in its French scope. "Although we operate in about ten countries, France alone represents 60% of…

…ustomer engagement," details Jean-Cédric Costa. As for the use case itself, it focuses on the group's most frequently asked questions (FAQ), already in place on La Redoute's website and mobile application. "The information in our FAQ is generic and simple to process, which is a si…

…aging and empowering teams, a lever for acculturation and learning In parallel, technical and business employees are supported at each key stage of the deployment, both in terms of mastering the technological components and understanding the…

…channel of their choice—phone, messaging, or email," observes Sophie Brief. As a result, the topics they handle are more qualified and facilitate the relationship with customers. "The flows directed towards employees decrease, and their quality increases…

…mention the financial benefits inherent in AI infrastructures and models: "For every euro spent, we save an average of 60 to 70 euros," rejoices Jean-Cédric Costa. Tomorrow: Continuing to combine progress and…

…of experimentation," says Sophie Brief. Finally, on the generative AI side, the conversational agent is based on Azure OpenAI Service : "The availability of Azure OpenAI Service's Large Language Models and the…

…ry euro spent, La Redoute saves an average of 60-70 euros Discover more details CUSTOMER La Redoute PRODUCTS Azure OpenAI SERVICES AND SUPPORT ORGANIZATION SIZE 1,000-9,999 employees COUNTRY/REGION Fra…

…, pragmatism, and Azure OpenAI Service: The foundations of a successful project Three months of reflection are necessary to outline the project: "We started cautiously, ensuring not to degrade the customer experience wh…

…hese significant gains, the teams are already working on the next steps, namely integrating the agent into the WhatsApp messaging app, developing it over the coming months so that it can provide answers to specific customer questions, well beyond generic FAQ responses, and deploying the solution to other countries where the company operates. La Redoute also plans to move towards greater personalization of the customer j…

…cal components and understanding the inherent challenges of customer relations. Workshops led by Microsoft are organized for this purpose, as well as the establishment of a team responsible for internal acculturation. "It was essential for us to question generative AI and the technological tr…

…nsiveness towards our customers, without compromising on trust or quality." 60% of responses handled without human intervention For every euro spent, La Redoute saves an average of 60-70 euros Discover more…

…nds—and new technologies. From this dynamic comes multiple innovations, such as a conversational agent for customer relations based on Microsoft technologies, introduced by Jean-Cédric Costa, Chief Information Officer, and Sophie Brief,…