One.com, part of group.one, is a leading European provider of online presence, cloud hosting, and digital marketing services. Catering to millions of users daily, the company is committed to delivering exceptional customer experiences across Europe.  

Background: Meeting the challenges of global demand

Managing a high volume of customer requests daily, Group.one serves approximately 2 million customers with the help of over 300 service agents. The company needed innovative solutions to maintain operational efficiency, improve response times, and enhance customer satisfaction. With a presence in 147 countries, Group.one also needed to address language diversity, ensuring personalised and effective communication for all customers. 

Solution: Empowering customers with AI solutions

To deliver on the promise of great customer support, Group.one implemented SupWiz’s (later acquired by Puzzel) omnichannel AI solution, which included a chatbot and an emailbot. This strategic move aimed to streamline customer interactions and provide instant assistance for common queries.  

Results: Faster, better service with AI

Since deploying the AI chatbot and emailbot, Group.one has significantly improved its ability to handle millions of queries swiftly and efficiently. The multilingual AI chatbot supports customers in eight different languages, providing tailored assistance to meet diverse needs. This initiative is part of Group.one's broader strategy to excel in customer experience via digital channels. The chatbot operates 24/7, reducing wait times and ensuring immediate customer support around the clock. 

By accommodating customers' preferred communication channels, native languages, and payment methods, Group.one delivers faster, customised services that result in happier customers. As a result, the company has experienced an 87% increase in customer satisfaction and achieved 95% accuracy in identifying customer queries. 

Mikkel Nedza, former Head of Business Excellence at Group.one, concludes: “SupWiz AI Chatbot has delivered fantastic and concrete results, and today helps thousands of customers in their support dialogue with One.com.