Challenge
CATINI EUROPE s.r.o. – Avenberg.cz, a leading seller of garden and home equipment in the e-commerce sector, faced a high volume of customer inquiries on a daily basis. Operators had to manually search for answers in ticket history and internal documentation, which slowed response times, overburdened the team, and caused inconsistencies in communication quality. The need was clear – faster handling of inquiries and consistent responses.
Solution
For Avenberg.cz, we implemented a Live Agent Assist solution that, based on a knowledge base (25,000 historical helpdesk tickets, hundreds of product catalogs, and integration with the Helios Nephrite ERP system), can prepare a response to a customer inquiry almost instantly. The operator can either send the suggested response directly or modify it as needed. This reduces response time from minutes to seconds, frees operators from routine tasks, and elevates customer service to a higher level. At the same time, it ensures a consistent communication tone and higher quality of responses across the entire team.
Jak to funguje?
The customer asks
The customer submits their request via email or another channel. The Live Agent Assist (AI Emailbot) solution is a fully integrated AI solution within the omnichannel helpdesk system from IPEX (hereinafter CCaaS). Thanks to the robust and fully compatible Feedyou WebChat / Feedyou iFrame component, it appears as if it is a native part of the CCaaS system.
Suggested response
When a helpdesk ticket is opened, the AI analyzes the customer inquiry in the background, identifies the most relevant sources of information, and then prepares a suggested response in the required language and tone (in accordance with the client’s communication manual).
On average, the suggested response is generated in 3.85 seconds. If the operator is satisfied with the proposed response, they can send it to the customer with a single click. Alternatively, the operator can interact with the AI similarly to ChatGPT or Microsoft Copilot to iterate toward the subjectively best response.
Outputs are continuously refined based on operator feedback, ensuring accuracy, consistency, and maximum relevance of the responses.
Faster and better
Thanks to automation, manual searching is eliminated, response times are reduced from minutes to seconds, operators are freed from routine tasks, and customers receive consistent, high-quality answers. Operator satisfaction reaches 90%, demonstrating that the emailbot is capable of preparing highly relevant responses almost entirely independently.
With the pilot solution in the Czech Republic, the client aims to be better prepared for expansion into foreign markets (Slovakia, Hungary, and Romania) without the need to scale the team abruptly or localize onboarding materials and manuals for operators in these countries.
Numbers that make us happy
About Avenberg
CATINI EUROPE s.r.o. (Avenberg.cz) is a leading online distributor of garden and home equipment for the Czech, Slovak, and Hungarian markets. The company works directly with manufacturers, eliminating intermediaries, which allows it to offer high-quality products at significantly lower prices. Its product range includes home and garden equipment—such as furniture, grills, decorations, tools—as well as items for seniors and interior accessories.
