E-commerce and retail
FMCG
Boutique-level customer care for L’Oréal
Access to accurate, up-to-date knowledge is critical in fast-paced contact center environments. To address the inefficiencies of manual searches and scattered documentation, Axendi developed Assist Me—an AI-powered assistant built on GPT technology. Integrated directly into Microsoft Teams, Assist Me gives agents instant access to procedures, policies, and best practices through natural, conversational Q&A. It’s like having a 24/7 expert by your side—streamlining support, reducing resolution times, and empowering teams to deliver better customer service with confidence.
Challenge
- Manual access to knowledge
- Procedures and guidelines were scattered across internal documents, shared drives, or required searching through multiple files
- The situation was especially challenging during peak periods, such as the holiday season, when large numbers of newly hired consultants needed quick access to accurate information.
Solution
- Axendi developed Assist Me, an AI assistant integrated with Microsoft Teams, to give agents instant, reliable answers from a centralized knowledge base.
- Built on GPT technology and enhanced with RAG (Retrieval-Augmented Generation), the tool eliminated manual searches, accelerated onboarding, and ensured consistent support across all shifts.
- With built-in feedback, regular updates, and Power BI integration for usage analytics, Assist Me continues to evolve to meet operational needs.
Results from the e-commerce project 2024
The team was granted an instant access to comprehensive knowledge base through user-friendly conversational interface within Microsoft Teams.
The implementation of the tool helps optimize agent onboarding costs by enabeling new agents to quickly aquire the neccesary skills and knowledge.
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Martyna Młynarczyk Project Manager, AxendiKey advantage of Assist Me is its direct access to a verified knowledge base, ensuring accurate responses. If it lacks an answer, it doesn’t guess—just forwards the query to a team leader. This saves agents time and supports fast, effective responses, which is crucial in our efficiency-focused project. It’s available 24/7, perfect for shift work, and easy to use—even less experienced staff can quickly find answers. More experienced consultants benefit by confirming their knowledge.
