Customer Service

REWE digital's Lumi answers employee questions from internal knowledge and creates support tickets when needed. t3n reports 8,000 to 9,000 monthly inquiries, with 58% resolved automatically. Adoption improved after the team introduced a recognizable name and avatar.

AppFolio's Realm-X Messages uses Claude to draft property-management replies using resident history, policies and maintenance context. Beta customers reported saving about 11 hours weekly. The source also reports 26 seconds saved per message; the weekly figure is customer-reported.

Freshy uses Zapier and AI to enrich and prioritize requests for a support operation covering over 2,800 websites. Related workflows identify sales opportunities and draft articles from resolved developer tasks. The agency reports scaling support without additional headcount, without a controlled savings calculation.

Zurich uses Copilot for Sales in Outlook and Teams to maintain CRM records and assist customer-facing correspondence, including non-native-language drafting. The company projects approximately 14,000 hours saved over the following year. That figure is a forecast, not a completed annual measurement.

Australian Payments Plus uses ChatGPT Enterprise to locate payment specifications and prepare member communications. Staff review the results. Faster responses are claimed without a task-specific timing.

Grab's Merchant AI Assistant uses Claude and merchant-specific data to answer platform questions and suggest menu, promotion and business improvements across Southeast Asia. Grab reports a 5.7 percentage-point rise in issue resolution and 25% less negative sentiment.

Newfront uses Claude in a benefits assistant that answers questions using each client's plan details. In an internal test, Claude answered 12 of 20 difficult questions correctly. Newfront claims HR teams recover one month annually; the story provides no measurement method for that saving.

Lotte Homeshopping's Moni assistant uses Claude through Sendbird to interpret quality documents and answer suppliers' routine questions around the clock. The company reports an average of 53 questions daily and 30% to 40% fewer inquiries reaching QA staff.

SIGNAL IDUNA describes Co SI, its Gemini-based internal AI platform, and a specialized assistant for health-insurance knowledge. Staff use these systems to access information needed for customer inquiries. The interview describes operational adoption without supplying a controlled savings measurement.