AI powering home appliance support - ATAG
How the digital workforce changed their bussiness
Workload delivered
Conversations handled
Value delivered
Meet Kim, ATAG's digital employee
The problem ATAG first came to us with was a familiar one: a customer's oven quits on a Sunday night, and they just want it working again. To handle moments like that, ATAG built Kim, a Freeday digital employee who works inside Salesforce alongside the support team.
The project started small. Kim's first tasks were the questions that used to sit in the queue: how a programme works, what an error code means, whether a part is still under warranty. She draws on ATAG's knowledge base of more than 140,000 articles and answers in the customer's own words, with the aim of taking routine work off the team and cutting response times from days to seconds.
The impact was noticeable, so ATAG extended her tasks. Kim now also handles troubleshooting, product questions, warranty checks, and spare-part requests across several ATAG brands and countries. When a case needs a person, she passes it on with the context already gathered, so nobody starts from scratch.
With that success behind them, ATAG chose to launch a new skill: managing mechanic visits.
Managing mechanic visits
Some things can't be fixed over chat. A heating element gives out, a dishwasher springs a leak, and someone has to come out to look at it. In June 2026, Kim's mechanic-visit skill went live in Belgium.
When a fault needs an engineer, Kim spots it, asks the customer for exactly what the technician will need, and books the visit straight into the system. There's no wait for an agent to pick up the case and no handover between departments. For a complaint, a gas or burning smell, or anything that needs human judgement, she escalates straight away and knows when to step back.
Results that hold up
Kim clears more than 6,000 tickets a month, and the customers she helps rate her an 8 out of 10 or better. ATAG's aim is to handle around 90% of incoming issues automatically, which frees the team for the cases that really need a person.
That's what a digital employee is for. She works each case through to a proper resolution, and the customer ends up sorted.
Their digital
workforce capabillities
Handles the work customer service needs done.
All digital employees integrate with your existing software. There are no limits.
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.
You choose which insights are implemented.
Real-time intelligence surfaces improvements, missing information, AI drive CSAT. Your team becomes the architect.
The workforce executes.
Explore other case studies
Learn how enterprises across industries transformed operations
"We strive to automatically handle 90% of incoming issues, allowing us to focus on putting the customer first. Kim is crucial in achieving this goal."
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