Cervera, Kitchn and Tilbords
CAI, an AI agent for customer service
Cervera wanted an AI assistant that went beyond a standard chatbot: one that could represent the brand's voice, plug into every system, and give personal service around the clock, not just for Cervera but for sister brands Kitchn and Tilbords too. TRY built CAI, an AI agent connected to Cervera's order, product and support systems across Sweden and Norway.
Challenge
Cervera wanted to improve its customer service with AI technology, but needed more than a standard chatbot. It wanted an assistant that could carry the brand's voice and values, integrate with every system across orders, products and support, and serve two sister brands, Kitchn and Tilbords, as well as itself.
Solution
TRY built CAI, an AI agent rather than a scripted chatbot, on a tool-based architecture: a customer-facing frontend, an AI-agent backend, an Enablement API that coordinates integrations, and data sources including Pinecone, Sanity and Zendesk. CAI chooses the right tool for each query, such as tracking an order, and gives exact answers instead of generic ones.
Results
CAI now runs across all three brands. It has handled 119,000 customer conversations, resolving 78% without a human, with 73% customer satisfaction, above the roughly 70% industry average for AI-driven customer service, a result consistent across all three brands.
I wanted to build a digital colleague as soon as I started at Cervera five years ago, but the technology was not there yet... With TRY we found a partner that did not just take on the assignment, but understood the vision and made it their own.
- Customer conversations handled
- 119,000
- Cervera
- Resolved without human involvement
- 78%
- Cervera
- Customer satisfaction
- 73%
- Cervera, against an industry average of about 70%
- Øystein Borg
- Lead Architect, TRY Dig
- Marthine Barth Jacobsen
- Project lead, TRY Dig
