Customer service in distribution is a race against the clock. But when we began working with one of the UK’s largest salt manufacturing companies, answering a single enquiry still meant checking stock, pricing, order history and a dozen delivery portals, one login at a time. Eight minutes per enquiry, across every enquiry in a busy week.
The team weren’t short of knowledge or effort. They were short of time, because customer service had become a job of logging into systems rather than talking to customers.
We built an AI customer service agent that performs those checks itself. It gathers stock, pricing, order history and tracking information from every delivery portal, and drafts a complete, accurate reply for the team to approve.
Every draft waits in the shared mailbox for approval. No reply is sent unseen; the team simply stopped having to assemble them.
Response times fell from eight minutes to ten seconds. Customers receive answers while the enquiry is still in front of them, the team spend their time with customers rather than systems, and response speed became a strength of the business rather than a bottleneck.
Tell us where your team loses the most time. We will tell you honestly whether AI pays there, what it takes to build, and what we have already delivered for businesses like yours.