CASE STUDY Company: Homepraktika | Industry: Home Improvement & Furniture Products | Use Case: AI Voice Agent

Executive Summary

For many retail businesses, customer service ends when the store closes. Customers, however, continue to search for products, request information, and place orders long after business hours.

Homepraktika chose to bridge this gap by implementing an AI Voice Agent from Voice Logica, providing customers with real-time assistance even when no staff members are available.

During its first weeks of full production, the AI Voice Agent handled 1,825 customer calls, with nearly half of them taking place outside the company's regular business hours.

The Challenge
Store opening hours are fixed. Customer needs are not.

Homepraktika operates Monday through Friday from 09:00 to 16:00 and Saturdays from 09:00 to 15:00. However, a significant percentage of customers contact the company after work, during the evening, or over the weekend.

Before implementing the solution, every after-hours phone call went unanswered, resulting in missed service opportunities and potential lost sales.

At the same time, the complexity of Homepraktika's product catalog required immediate access to information such as:

• Product availability
• Technical specifications
• Alternative product recommendations
• Payment methods

• Shipping providers
• Billing information
• Business-specific rules for certain product categories

A traditional voicemail system was simply unable to meet these requirements.

The Solution
AI Voice Agent powered by Voice Logica

Voice Logica implemented a fully customized AI Voice Agent named Alexandros, providing 24/7 telephone support for Homepraktika's customers.

The AI Voice Agent is directly integrated with the company's business systems, giving it real-time access to the information required to deliver complete customer assistance.

In day-to-day operations, the AI Voice Agent can:

• Identify the purpose of the call before searching for information
• Search products using either SKU or natural language descriptions
• Provide product availability, pricing, and specifications
• Complete phone orders from start to finish

• Collect shipping and billing information
• Select payment methods and shipping providers
• Automatically create new orders within the company's business systems

At the same time, the AI Voice Agent follows predefined business rules. Requests involving returns, cancellations, order modifications, or billing issues are automatically transferred to a human representative, ensuring that every case is handled by the appropriate team member.

The Biggest Insight

Beyond automating customer service, Homepraktika gained valuable insight into when customers actually choose to call.

Analysis of incoming calls revealed that 46% of all customer calls occur outside regular business hours.

Even more striking, the busiest hour of the day was 7:00 PM, approximately three hours after the store had closed.

During that single hour alone, the company received 318 phone calls, highlighting a previously invisible customer service demand that had never been measured before.

Customer Experience

One of Homepraktika's initial concerns was whether customers would accept interacting with an AI Voice Agent.

The results quickly exceeded expectations.

"One customer actually called us just to tell us how impressed she was with our digital assistant. She literally said, 'What a nice young man he is.' Other than that, it's performing exceptionally well—we've had no issues at all."

This feedback demonstrates that when an AI Voice Agent is carefully designed, it can deliver conversations that feel natural, friendly, and enjoyable—even for customers interacting with AI technology for the very first time.

Results

Business Impact

Call Analysis

These insights enable Homepraktika to better understand customer behavior while continuously improving customer service operations and workforce planning.

Conclusion

The implementation of Voice Logica's AI Voice Agent proved that the biggest challenge was not simply automating customer service—it was extending customer service beyond traditional business hours.

Today, customers can search for products, receive information, place new orders, and obtain immediate assistance at any time of day, while the company gains valuable visibility into real customer demand.

For Homepraktika, the AI Voice Agent became much more than an additional phone line. It evolved into a new customer service channel that keeps the business available 24 hours a day, 7 days a week, without requiring additional personnel.