The customer's ordering service was very simple and repetitive. They had started offering an online ordering service but too many customers kept calling over the phone instead.
We created and AI that substituted attendees at a much lower cost and with a much higher availability. Callers could choose to talk to the bot immediately or wait inline for a human.
In the end Essilor only pays per usage meaning that costs actually follows demand avoiding large fixed cost payrolls.
The cost per call was between 50% and 70% lower.