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Customer case · Retail
Bemz: e-commerce support in the customer's language.
Bemz designs and sells custom-made covers for IKEA furniture to customers worldwide. The range is broad, the questions many, and the buying journey fully digital.
- E-commerce
- Global sales
- Many languages in one assistant
The challenge
Personal products mean many pre-purchase questions.
A made-to-measure cover is a considered purchase: does this fabric fit my sofa model, how long is delivery, can I exchange it if I change my mind? Every unanswered question is a purchase at risk of being postponed or lost.
The questions arrive from customers in every time zone and in their own languages — at high volume and far outside Swedish office hours.
- Buying guidance
- Fabric choice, fit and combinations need expert advice.
- Recurring questions
- Delivery times, terms and return rules come up again and again.
- Global customer base
- Customers ask in their own language, around the clock.
The solution
An assistant that guides customers through the range.
The AI assistant is trained on Bemz product information, care advice and purchase terms, and guides the customer to the right cover for their specific furniture model.
It also answers general questions about delivery times, shipping and returns based on Bemz published terms, and hands over to support with full context when a case is personal or needs judgement. Individual order status lookups are not live yet — that is the next step once an API is available.
- Product guidance
- Advice on fabric, colour and fit grounded in the range.
- Terms and delivery
- Static information about shipping, lead times and returns.
- Automatic language detection
- Replies in the customer's language on every market.
24/7
Customer service across every time zone
Multiple
Languages handled automatically in one assistant
Instant
Answers on products and terms with no waiting
Effects Bemz sees in production.
- Pre-purchase questions answered instantly — evenings and weekends included
- Fewer emails about delivery times, shipping and return rules
- Customers answered in their own language without extra agents
- Support gets time for the cases that need judgement
- Insight into which product questions customers actually ask
Running e-commerce across markets?
We will show how product guidance, terms questions and handover can live in one assistant.
Contact us