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Title
Worten Saves 11,000 Hours Annually with an Azure OpenAI Store Documentation Chatbot
Worten saves 11,000 hours annually with Microsoft Azure OpenAI, revolutionizing information search in stores | Microsoft Customer Stories This is the Trace Id: 588c4bd5e15e657d3b3c47c940a9…
Description
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.
…ation was around 3.5 minutes, which added to the average customer service time. Considering the high volume of over 75,000 searches conducted annually, this inefficiency corresponded to around 11,000 hours of search time annually. Worten identified an opportunity for improvement and challenged their specializ…
…ating the process while allowing adaptation to the specific needs of customers. The chatbot uses Azure AI Search for the search engine and Azure OpenAI for the conversational component. “Besides Microsoft being our partner, the AI Search and OpenAI services have ve…
Company
Worten
…creasing productivity and enhancing customer service efficiency. READ THE STORY Worten, a major consumer electronics retail chain of the Sonae Group, faced significant challenges in accessing and managing internal operational do…
Country
Portugal
…OpenAI Azure AI Search SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY/REGION Portugal BUSINESS NEED Employee experience INDUSTRY Consumer Goods Share the story Explo…
Industry
Retail
…productivity and enhancing customer service efficiency. READ THE STORY Worten, a major consumer electronics retail chain of the Sonae Group, faced significant challenges in accessing and managing internal operational do…
Problem
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.
…00 loaded documents to find the information they needed to meet customer needs. The average search time for specific information was around 3.5 minutes, which added to the average customer service time. Considering the high volume of over 75,000 searches conducted annually, this in…
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.
…ustomers The support chatbot for Worten employees, accessible via a smartphone, can answer any question related to store processes based on the information in the store process manuals. Along with the answer, a specific link to the manual is provided, allowing the employee to obtain a higher level of detail. The reduction in time invested in searching for essential information for effic…
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.
…The challenge was overcome by Worten, in partnership with Microsoft technology, saving more than 11,000 hours in the search process, which was converted into value on the sales floor, resulting in a higher number of sales at a lower cost. Conclusion Worten's implementation of Microsoft's OpenAI and Azure AI Search t…
AI capabilities
Conversational AI, Generative AI
…while allowing adaptation to the specific needs of customers. The chatbot uses Azure AI Search for the search engine and Azure OpenAI for the conversational component. “Besides Microsoft being our partner, the AI Search and OpenAI services have v…
Technology
Azure OpenAI, Azure AI Search
…d deliver measurable benefits. Discover more details CUSTOMER Worten PARTNER EY PRODUCTS Azure OpenAI Azure AI Search SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY/REGION Portuga…
Use case type
Conversational assistant
…rros, Data Scientist, Worten Satisfied Employees, Even More Satisfied Customers The support chatbot for Worten employees, accessible via a smartphone, can answer any question related to store processes based on the information in the store process manuals. Along with the answer, a…
