A love story between a robot and one of the best customer service teams in Sweden.

A chatbot with personality and purpose

Together with Ebbot, Nelly built a custom AI chatbot trained on their most common inquiries. From tracking orders to processing claims, the bot was designed to resolve customer issues quickly and clearly – 24 hours a day.

‍

But more than that, it spoke Nelly. Every message was crafted with a playful, confident tone that matched the brand voice perfectly – creating a chatbot that felt like a natural part of the team, not just a stiff robot.

Fully integrated with Zendesk

Behind the scenes, the chatbot seamlessly integrates with Nelly’s ticketing system, Zendesk, and their order management system, enabling it to take action, not just answer questions. It handles claims by gathering essential details, retrieving order information, and automatically creating tickets with all necessary data for swift resolution. For returns, the chatbot checks eligibility, guides customers through the process, and forwards cases to agents when needed.

‍

Order tracking is handled with precision, as the chatbot fetches real-time updates or escalates unresolved issues to live agents while minimizing handling time. By adapting to Nelly’s workflows, the chatbot ensures consistent, round-the-clock support that’s both efficient and aligned with the brand’s customer-first approach.