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How NilsonGroup brought personal service to scale
Industry
Retail
Markets
Sweden, Norway
Use cases
Customer support
Meeting increasing demands of availability
NilsonGroup has been a part of everyday life in Scandinavia since 1955, through their much-loved shoe brands DinSko and Skopunkten. But as the retail landscape has evolved, so have the customers' expectations. People now want support that’s not only fast and available around the clock – but also personal and helpful. For the customer service team at NilsonGroup, this meant managing a growing number of chats while still delivering the high-quality service their customers know and value.
Free up the team’s time and make it easier for customers to get the help they need. All while keeping the experience personal and on-brand.
“We needed a way to reduce the workload, but still deliver the same great service our brand is known for”
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An AI-powered teammate that never clocks out
With Ebbot’s expertise, NilsonGroup deployed generative AI agents across its brand websites in Norway and Sweden. The AI agents were designed to provide instant answers to product questions, returns, claims, and store information – fully localized to each market.
By connecting directly to brand-specific resources, such as FAQs and website content, the AI agents were tailored to respond in a tone that reflected each brand’s unique personality. This ensured every interaction felt human-like, engaging, and consistent with the Nilson Group experience.
“The AI agents have given us the breathing room to be more proactive and put more energy into creating great experiences for our customers”
Streamlined operations. Same high service standards.
90% solved by AI
Of all incoming chats, 9 out of 10 are now resolved directly by the AI agents. Whether it’s solving a question or handing it over to the human team, the AI agents always ensure the customer has a clear path forward.
More time for what matters
With fewer repetitive questions to handle, the support team can focus on more meaningful conversations – the kind that build long-term relationships and loyalty.
Customer insights
With the AI insights feature in the Ebbot platform, Nilson Group has gained a much better understanding of what customers need, where they get stuck, and how to improve the experience.
27% fewer emails
With self-service options available on the website, fewer inquiries flow into email, reducing workload across channels.
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