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Digital colleague · live at Hisense Gorenje Europe
Hired onto webchat in December. Three weeks later it was holding three quarters of the questions on its own, and already up for its next role.
The digital colleague
Harley & Gorini joined Hisense Gorenje Europe’s customer service team in December. This is the record of what it does, what it has learned, and where it goes next.
The CV
The work behind the answer, told the way you would read a colleague’s record: where it started, what it solved, and the promotions it earned.
Skills applied
Hover a skill to see what it does and where Harley & Gorini puts it to work at HGE.
Resolves customer questions from the knowledge base and product documentation, in the customer’s language, without a scripted decision tree.
Resolves customer questions from the knowledge base and product documentation, in the customer’s language, without a scripted decision tree.
Resolves customer questions from the knowledge base and product documentation, in the customer’s language, without a scripted decision tree.
Resolves customer questions from the knowledge base and product documentation, in the customer’s language, without a scripted decision tree.
Performance
The go-live figures are measured from the first three weeks on webchat. The projected ramp models the next phase as email, Spare Parts and Claim Status come online.
Connected systems
No re-platforming. Harley & Gorini reads from and writes to the systems the customer service team uses every day.
Working with the colleague
"From the first weeks it took the repetitive volume off the queue. The team now spends its time on the cases that actually need a person, and we keep finding new work to hand over."
Working with the colleague
"From the first weeks it took the repetitive volume off the queue. The team now spends its time on the cases that actually need a person, and we keep finding new work to hand over."
Industry insight · home appliances
Warranty checks, spare-parts lookups and claim-status chasing make up most of the repetitive contact. They read from a document and end in a system action, which is exactly the work a digital colleague absorbs first.
Put one on your queue
Tell us your busiest queue. We will map it to a supervised pilot on one channel, the way Harley & Gorini started at HGE.