How Jumbo makes knowledge accessible and consistent with AI.
A reliable answer starts with the right knowledge. With Archie, Jumbo gives customer service employees immediate access to articles, work instructions and answers during customer interactions.
Results at Jumbo
Shorter handling time
Faster onboarding
Consistency across all channels
Results from the Jumbo customer case. The impact varies by organisation, process, knowledge structure and usage.
Finding the right knowledge while the customer waits.
Thousands of questions every day, changing offers and complex customer queries: Jumbo’s customer service team needs a great deal of information. To find it, employees had to search through multiple documents or consult colleagues. This took time and led to inconsistencies in answers.
Jumbo wanted to shorten the average handling time, increase customer satisfaction and reduce the total cost of service delivery. The approach started with what employees need during customer interactions: quick access to reliable knowledge.
From searching to an immediate answer.
Jumbo implemented an AI-driven knowledge base containing articles, work instructions and documents. Through the Question & Answer functionality, employees ask a question and receive an answer based on validated knowledge base information.
This makes the knowledge base useful during conversations. Employees spend less time searching and can keep their attention on the customer.
An employee’s question
The employee asks Archie for help during the customer interaction.
Validated knowledge as the foundation
Articles, documents and work instructions provide the required information.
An answer to move forward with
The employee uses the answer to help the customer.
Reliable knowledge requires ongoing attention.
Jumbo combines the knowledge base with a quality process based on COPC QA. Employee feedback and daily analysis show which knowledge needs to be improved or supplemented.
A shared knowledge base
Archie uses validated knowledge base information. This enables employees to work from the same reliable foundation.
Feedback from practice
Employees flag incorrect or unclear answers. Their feedback helps improve the content in a targeted way.
Filling knowledge gaps
Daily analysis shows which information is missing. These insights help further expand the knowledge base.
A foundation for further automation.
Jumbo and VANAD Digital are exploring which processes can be automated further. The AI-driven knowledge base provides the starting point for this.
Does every customer receive the same reliable answer?
Do you recognize quality differences between employees, teams, or channels? Discover where variations in answers arise and how to gain more control over knowledge, support, and consistent service.
What can Archie do for your business?
Explore with us how to give employees faster access to reliable knowledge and help customers more consistently.
Your day-to-day operations are our starting point. Together with an Archie expert.
