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With growing customer expectations, seasonal peaks, complex logistics, and the need for rapid issue resolution, contact centers require technology that automates customer service operations and improves agent performance.
At Axendi, AI assistants and intelligent automation tools are not experiments — they are proven, production-ready solutions used in large-scale e-commerce projects. These tools enhance efficiency, reduce manual workload, and help teams deliver better customer service every day.
Below is an overview of the key AI agents, AI assistants, and automation technologies Axendi deploys in projects for clients such as Allegro and L’Oréal.
Support My Team: AI assistant optimizing performance & knowledge flow
In a major e-commerce project with Allegro, Axendi needed a tool to analyse consultations, monitor agent performance, and centralise knowledge. Existing solutions were insufficient — knowledge was scattered, response times were slow, and leaders lacked operational visibility.
Challenges
- Monitoring and analysing consultations across teams and channels
- Identifying recurring customer issues
- Optimising consultation time and operational costs
- Reducing workload for team leaders
- Consolidating information previously spread across 12 Teams channels
Solution: Support My Teams
Axendi’s New Tech team built Support My Teams, an AI assistant providing real-time insight into failures, recurring questions, consultation flow, and workload distribution.
Dashboards now support leaders with clear data on volumes, trends, and skills. Updated onboarding, revised procedures, and new cheat sheets further accelerated agent readiness.
Results
- +10 pp improvement in quality (94% positive ratings)
- 50% reduction in waiting time for agent responses
- 35% reduction in consultation time
- Consultation channels reduced from 12 to 9
Awards
- 2024 CUSTOMER Contact Center Technology Award
- 2023 Polish Contact Center Award – Supporting Technology
Assist Me: AI knowledge assistant for contact centers
Knowledge is central to customer service — especially in e-commerce environments with rapid updates and seasonal hiring.
Challenges
- Knowledge scattered across drives and manuals
- Long onboarding time
- Risk of inconsistent information
- Increased need during peak periods
- Generic AI unable to produce verified answers
Solution: Assist Me
Assist Me is an AI knowledge assistant built on GPT + RAG, integrated into Microsoft Teams. It provides instant, verified answers and escalates questions when information is missing.
Capabilities
- Instant natural-language Q&A
- Verified answers from approved sources
- 24/7 availability
- Power BI usage analytics
- Continuous updates and feedback
Results (2024)
- 1,532 interactions
- 5,309 accurate answers
- Reduced search time
- Higher consistency across shifts
Awards
Voicebots in e-commerce: Scale, speed & automation
Axendi uses AI voice automation to support customer service, logistics, satisfaction surveys, and large outbound campaigns.
Outbound voicebot for Allegro
- 2 days to launch
- 27,000+ contacts
- Detailed reporting required
The voicebot delivered updates, captured consent, and routed interactions appropriately — handling 56,531 calls in 48 hours and supporting consultants for 230 hours.
Voicebot for L’Oréal — automated customer satisfaction surveys
As part of Axendi’s partership with L’Oréal, we implemented a voicebot that conducts post-interaction satisfaction surveys. The bot automatically contacts customers after service, collects structured feedback, and sends results to central reporting dashboards.
Benefits
- Consistent, real-time customer feedback
- No manual workload for the team
- Scalable survey outreach during peak periods
This provides L’Oréal with fast, reliable insights into customer sentiment and service quality — without adding operational complexity.
Primebot: AI voicebot for warehouse & logistics operations
Primebot is Axendi’s proprietary AI voicebot supporting warehouses and logistics teams burdened by repetitive or misdirected inquiries.
Benefits
- Reduced warehouse workload
- Financial and time savings
- Clear triage of incoming questions
- Easy scalability across locations
Primebot frees employees from repetitive inquiries, enabling faster service and smoother warehouse operations.
Give Me Insights: AI analytics for unstructured e-commerce data
E-commerce generates large volumes of surveys, NPS comments, product feedback, and claim descriptions. Manual analysis is slow and resource-intensive.
Solution: Give Me Insights
It translates, cleans, tags, and analyses unstructured text — generating instant reports and summaries.
Capabilities
- Multilingual translation
- Grammar and spelling improvement
- Automated categorisation
- Ready-to-send reports
- Adaptability across clients and topics
Impact
In one project, Give Me Insights processed and summarised thousands of Czech NPS comments — reducing the work from days to minutes.
How Axendi’s AI assistants work together
Axendi’s AI ecosystem forms an integrated workflow:
- Support My Team → Optimises agent performance and consultation quality
- Assist Me → Provides instant, verified knowledge
- Voicebots & Primebot → Automate customer service operations and logistics communication
- Give Me Insights → Turns raw customer input into actionable operational insights
Together, these AI tools deliver:
- Faster onboarding
- Higher service quality
- Reduced consultation time
- Lower operational costs
- Improved customer satisfaction
- Real-time visibility across operations
Conclusion: AI that delivers real results for e-commerce
In modern e-commerce, speed and accuracy define competitive advantage. Axendi’s AI assistants and automation technologies transform customer service operations, helping brands scale efficiently and improve the customer experience.
From Allegro to L’Oréal, Axendi enables e-commerce companies to automate routine tasks, optimise performance, and create service experiences that are faster, more accurate, and easier for both agents and customers.
