Executive Summary
Phone customer service is an important part of the online shopping experience, particularly when customers need immediate information about products, availability and orders.
Youbath chose to automate a large part of this process with a Voice Logica AI Voice Agent that serves the company’s customers 24/7.
Across more than 2,500 phone conversations, the AI Voice Agent has achieved 86% full request resolution without human intervention.
The Challenge
The Youbath team handled a large number of calls every day involving repetitive requests:
- Where is my order?
- Is this product available?
- Does it come in a different size or color?
- What is your returns policy?
- How can I exchange a product?
The steady volume of these requests placed pressure on the team, particularly during periods of increased demand and outside core customer service hours.
At the same time, the extensive product portfolio required immediate access to up-to-date information about products, specifications, availability, orders and customer service policies.
The Solution
Voice Logica implemented a customized AI Voice Agent for Youbath, named Ioanna, who answers calls on the company’s main phone line 24 hours a day, seven days a week.
Through its connection with Youbath’s business systems, the Agent accesses the information it needs in real time and can:
- Identify the caller type
- Search for products by code, barcode or natural-language description
- Provide information about product availability and specifications
- Check order status
- Calculate the applicable return or exchange window
- Send relevant links by SMS or email
- Transfer the call to a representative when human intervention is required
The Agent follows specific business rules and bases its answers on the company’s available data.
Beyond Phone Customer Service
Phone customer service is not the only value the AI Voice Agent creates for Youbath. Conversations also generate data that can help the business better understand customer demand and needs.
The AI Voice Agent records requests for products that are unavailable or not included in Youbath’s catalog.
This gives the business a clearer picture of the products and categories its customers are looking for. The data can support:
- Better inventory planning
- Commercial decisions
- Product catalog expansion
- Identification of potentially lost sales
The AI Voice Agent serves as both a customer service channel and a source of business data about customer demand and needs.
Business Impact
2,500+ Phone Conversations
Handled by the AI Voice Agent in live operation.
86% Full Resolution
The AI Voice Agent completed 86% of requests without human intervention.
76-second Average Duration
Average duration of successful phone conversations.
100+ Calls per Day
The AI Voice Agent handles a high daily volume of telephone requests.
24/7 Availability
Customers can receive support over the phone even when the human team is unavailable.
Note: The full resolution rate refers to requests completed by the AI Voice Agent without requiring a transfer to a human representative.
What Customers Ask About During Calls
Analysis of phone conversations shows that requests are primarily distributed as follows:
- 39% Product questions
- 27% Order status
- 22% General information
- 6% Complaints / Defective products
- 6% New orders
This analysis helps Youbath better understand why customers choose to call and identify opportunities to improve both customer service and the e-commerce journey.
Conclusion
Implementing the AI Voice Agent enabled Youbath to automate a large part of its day-to-day phone customer service while maintaining 24/7 availability for customers.
With 2,500+ phone conversations and 86% full resolution without human intervention, the Agent handles requests about products, orders and general information, while call data provides additional insight into customer needs and demand.