Worten Saves 11,000 Hours Annually with an Azure OpenAI Store Documentation Chatbot
Portuguese consumer electronics retailer Worten, part of the Sonae Group, worked with Microsoft and EY to build a store-support chatbot using Azure AI Search and Azure OpenAI that answers employee questions from over 1,000 operations manual documents. The solution cut average information-search time from 3.5 minutes to seconds across more than 75,000 searches a year, saving roughly 11,000 hours of staff time annually.
Overview
Portuguese consumer electronics retailer Worten, part of the Sonae Group, worked with Microsoft and EY to build a store-support chatbot using Azure AI Search and Azure OpenAI that answers employee questions from over 1,000 operations manual documents. The solution cut average information-search time from 3.5 minutes to seconds across more than 75,000 searches a year, saving roughly 11,000 hours of staff time annually.
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Inspect the highlighted sourceThe challenge
Worten's employees had to search through an operations manual with over 1,000 loaded documents to find the information needed to meet customer needs, taking an average of 3.5 minutes per search across more than 75,000 searches annually — about 11,000 hours of search time a year — which added to customer service time.
The solution
Worten, in partnership with Microsoft and EY, built an advanced chatbot on the Azure AI platform, using Azure AI Search for the search engine and Azure OpenAI for the conversational component. Accessible via smartphone, the chatbot answers employee questions about store processes based on store process manuals and provides a link to the relevant manual for more detail.
Reported business value
Worten's chatbot reduced documentation search time from an average of 3.5 minutes to seconds, saving more than 11,000 hours annually, which was converted into value on the sales floor through more sales at a lower cost.
Sources
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