The challenge: Managing high ticket volumes during peak seasons

The team at Pajar knows how critical it is to be able to get back to customers quickly but with the added layer of complexity of being a bilingual organization, they had to ensure that any tool they used to automate the process would be able to handle all of their requests correctly and with care.

Though initially skeptical that Automate could really handle 30% of all of their ticket volume, and in both English and French a legal requirement in Quebec they knew that they werent taking full advantage of everything that Gorgias had to offer.

We were nervous to get started at first, but as soon as we had the implementation call it was a huge weight off of our shoulders we knew it was going to be great. And we were right. The first day we turned it on, we started seeing results right away.

Nomie Rousseau, Customer Service Manager, Pajar

The solution: Leveraging AI and Automate to reduce agent workload

Thanks to the hands-on support of the Gorgias team, Pajar not only met the 30% goal but exceeded it, reaching a 45% automation rate.

There are a lot of companies that offer AI, but not many that offer this kind of service. Being a customer service manager, I know how important it is, and I couldnt be happier with the service that weve received. Especially Effy shes the best and has helped our team so much. She really made the experience with Gorgias even more amazing.

Nomie Rousseau, Customer Service Manager, Pajar

Pajars AI Agent, named "Robin," quickly became an essential part of the team, handling inquiries in both English and French. AI Agent is able to hold complete, natural conversations adjusting to the customers language automatically, without needing separate setups per language.

So far, AI Agent is great at handling common questions. For these kinds of FAQs, the human team would likely use a Macro. They dont require a great degree of human touch. By using AI Agent, the team can provide customers answers much faster, and dont have to spend time on simple, repetitive questions.

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In addition to jumping in to quickly answer common questions, Robin was also able to detect a potential fraud incident for a customer.

We had a situation where a customer was unsure of a website that looked like Pajar, so they sent over a couple of screenshots and the links, and Robin responded right away informing the customers to not click the website. We were really impressed.

For Pajar, it was also critical that AI Agent was able to seamlessly hand over more complex issues to human agents, especially around topics like warranties. Robin is able to acknowledge to the customer that the request has been received and quickly passes it over to a human agent. This has helped to create a better experience for customers who are confident that they are being looked after and that their request has been seen.

"Gorgias's AI Agent has been a game-changer for us, allowing us to automate nearly half of our customer service inquiries. This efficiency means we dont need to hire additional staff to manage routine tasks, which has saved us the equivalent of two full-time positions. Instead, we can invest more in enhancing the overall customer experience.

Nomie Rousseau, Customer Service Manager, Pajar

In addition to AI Agent, Pajar is upgrading their website with Flows for their most common FAQs, and a self-service order tracking portal. These improvements provide support to customers without forcing them to write a message at all enhancing the experience when it matters most, when customers are actively shopping and making the decision to purchase.

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