How Jumbo's customer service uses AI to make knowledge accessible and consistent
AHT
Decrease
50%
Shorter incorporation time
CSAT
Increase
Let's talk about Customer Service within your organization!
Jumbo is one of the largest and most progressive supermarket chains in the Netherlands. With a strong focus on customer friendliness and innovation, Jumbo is constantly looking for ways to improve the customer experience. One of the biggest challenges? Giving employees quick and efficient access to the right information so that customers are helped immediately and consistently.
The challenge
With thousands of inquiries per day, changing offers and complex customer questions, it is not always easy for employees to find the right information right away. They often had to search through multiple documents or consult colleagues, which was time-consuming and caused inconsistency in answers. This impacted both efficiency and customer experience.
To take service at Jumbo to the next level, Jumbo set itself three goals:
- A reduction in average handling time (AHT)
- An increase in customer satisfaction (CSAT).
- A reduction in total cost-to-serve (TCO)
The solution
In Q2 2024, Jumbo implemented an AI-driven knowledge base, giving employees instant access to all articles, work instructions and documents. Question & Answer functionality allows employees to easily ask a question and get the right answer immediately-without unnecessary searching or help from colleagues. Thanks to a COPC QA-based process, incorrect information is quickly detected and immediately corrected. This controlled approach ensures that employees always have the most up-to-date and reliable knowledge.
Characteristics of this solution:
- Always the right answer - Archie relies only on validated knowledge base information.
- Quality Assurance - Employees can provide feedback on answers, thereby continuously improving knowledge.
- Smart knowledge analysis - Daily monitoring detects missing knowledge, which is added immediately.
- Work more efficiently - Employees spend less time searching and more time on customer contact.
Way forward
For 2025, Jumbo remains strongly committed to digitization. VANAD Digital will work with the Jumbo to focus on identifying processes that can be further automated. The AI-driven knowledge base will continue to play a crucial role in this and serve as a solid foundation for further expansion. Together we continue to innovate so that employees can work faster, customers are better served and Jumbo further strengthens its service quality. 🚀