5 min read

Hisense Gorenje deployed AI customer service agents across Germany and the UK

Impact

How the digital workforce changed their bussiness

7 FTE

Delivered monthly

80%+

Conversations resolved

2 weeks

Live within

First Challenge

Growing volumes, fixed headcount

Hisense Gorenje Europe operates five consumer appliance brands across 27 countries. ATAG, Hisense, Gorenje, ASKO, ETNA. Customer service for the group sits in Serbia, where hundreds of agents handle inquiries in multiple languages every day. As Hisense's European presence grew, contact volumes climbed. The Serbia team has a hard headcount cap. Backlogs grew. Overflow went to outsourced locations in Suriname for Dutch-language support and Egypt for English. That added cost and made quality difficult to maintain at distance. Freeday had already deployed digital employees at ATAG Benelux, part of the same group. Over 7,500 conversations a month are handled there, with 80% delivering real value to the customer. Based on those results, Hisense Gorenje decided to extend the deployment to Germany and the UK. Germany went live in December 2025. In week one, 761 conversations were handled. By end of month one, 1.5 FTE worth of work was being delivered monthly. With the UK added in May 2026, that figure now stands at 7 FTE delivered every month. The Serbia team did not grow. The outsourcing contracts did not expand. Each resolved conversation is one the human team does not have to handle. The 20% that escalate go to agents with full context already in place. Today the deployment covers webchat and email: product questions, troubleshooting, warranty queries, repair requests, and after-sales support. Voice is the next step, handling inbound calls with the same knowledge base and brand configuration, escalating when a case needs a human. Hisense Gorenje operates across 27 European countries. Each additional country requires a configuration, not a new implementation. Germany went live in December 2025. The UK followed in May 2026. Every market beyond that runs on the same foundations.

Contact volumes climbed as Hisense's European presence grew — with a hard headcount cap on the Serbia CS team, backlogs were building
Overflow went to outsourced locations in Suriname for Dutch and Egypt for English — adding cost and making quality difficult to control at distance
ATAG Benelux, part of the same group, was already handling 7,500+ conversations/month with 80% value delivered — the model was proven

Capabilities

Their digital
workforce capabillities

Handles the work customer service needs done.

Privacy and compliance built in

Meets GDPR and EU standards, next to ISO and NEN certifications.

Works across all your channels

Voice, chat, email, they answer everywhere.

Connects to systems you already use

All digital employees integrate with your existing software. There are no limits.

Published on

11 Jan 2022

solution

How it works

We connect, your IT team gets to watch

Integrate your existing systems seamlessly with Freeday. While IT teams often prefer collaboration, it doesn't have to consume operational hours. The choice is yours.

We configure, the way you want it.

Whether it's multi-channel, multilingual, 24/7, or only after business hours, you set the access levels. Decide what can be done autonomously and which tasks need human oversight. Allow your team to focus on critical tasks while digital employees handles the routine.

They work, they learn

Digital employees quickly adapt to your workflows, learning in days instead of months. Each digital employee benefits from the collective knowledge of their peers, ensuring every new digital employee starts at the same level as your most experienced one. Together, they evolve, enhancing your operations.