Refurbly - making environmentally responsible choices with eesel AI

• Refurbly uses multiple eesel AI bots to handle different sectors of their business.

• They have a chatbot on their website for customers to self-serve their queries, and escalate to Freshdesk as needed.

• They’ve integrated eesel AI into their Shopify platform allowing access to order information and order actions.

In a world where there are more smartphones than there are people on the planet, Refurbly is here to try and make a positive impact on the environment. Refurbly is a Swedish company that offers refurbished phones and tablets in an effort to promote environmentally friendly mobile ownership.

As their business has different facets, they wanted a tool that allowed for the separation of information, while still having instant access to everything when they needed it, which is what led them to eesel AI.

The upcycling of information

With a large knowledge base and multiple sectors of business touching on many different topics, Refurbly needed a way to keep things organized. They needed to make sure that both external customers and internal teams had a way to access the information they need, when they need it.

Refurbly has added one of their eesel AI bot as a chat widget on their website. It’s trained to be specific to customer service inquiries related to phone purchases, subscriptions, and support cases. Its main purpose is to help track orders, give information about warranties, subscription approvals, device issues, as well as returns/exchange policies.

Another bot was trained to answer specifics about phone subscriptions, returns, repairs, and warranties. Having this bot separate from the other means each bot can have their own unique instructions when dealing with particular inquiry types.

Their last bot was made for training and demo purposes, specifically for internal team members. Refurbly uses it to simulate typical support scenarios in an e-commerce environment. They’ve used it to do mock customer inquiries about order status, email lookups, returns, device issues, and even account information. It’s a closed off environment that allows for newer agents to practice how to handle different scenarios.

Making changes for the better

With the use of eesel AI, Refurbly has been able to stay organized and allow for the faster resolution of tickets as answers are now readily available for both customers and agents. Aside from having specialized bots to answer different types of inquiries, they also created a testing ground for ticket inquiries and a place to train new hires.

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