About our client

American Leather is a furniture manufacturer based in Dallas, TX. Established in 1990, the business had grown from a small team to 600 employees representing over 35 different countries worldwide. It now sets the industry standard for custom furniture for quality and speed.

Challenge

American Leather was facing unprecendent growth in its customer base and keeping up with customer service support was paramount to business success. President Veronica Schnitzius was frustrated with the staffing shortage to meet common issues like order status, warranty information, and product maintenance requests. She had heard of Artificial Intelligence as a powerful technology to help customer service teams, but didn’t know exactly what it could do. When working with Coventus on a separate project, that’s when Schnitzius discovered chatbots.

Solution

Shcnitizius and her team quickly learned that a chatbot platform like vChat could quickly automate customer service in key areas of the business. AskAL, the chatbot, was able to handle customer service requests for FAQs, order status, store locators, warranty information and product care with ease. The AI assistant could scale as customer demand continued to grow, addressing multiple interactions at once and be available to service 24/7, even after business hours. Most important, AskAL integrated seamlessly with American Leather’s existing technology stack, Oracle ERP, providing accurate inventory data to its customers. Finally, employees were able to augment their work using Coventus’s Pulse LiveChat function as part of the vChat experience, driving knowledgable conversations

Results

In just the last 6 months, AskAL has generated the following results:
  • 2,870 customers receiving chatbot assistance
  • 1,425 order status goal completions
  • 1,782 FAQs & general help issues resolved
  • 43,002 messages of back and forth interaction

James Harris, VP of Customer Support, has been extremely happy to offload many of the repetitive customer service tasks and ease the burden on his team.