In a constantly evolving retail environment, customer expectations have intensified: immediacy, simplicity, and consistency across brands and countries.
The legacy chatbot, designed for simple use cases, was gradually showing its limits in the face of this new reality. The group therefore chose to evolve by deploying a solution capable of better addressing the diversity and complexity of requests.
The objective is clear: to respond to every inquiry, either directly or by efficiently directing customers to the right channel, without friction or repeated information. Each interaction must be useful, simple, and reassuring.
The ambition is not only technological, it is deeply relational. It is about offering a coherent and accessible experience, true to the group’s family DNA, while strengthening operational efficiency and service quality.
Customer relationships at IDKIDS rely on multichannel journeys combining voice and digital interactions, with numerous entry points and high volumes to handle.
On average, 60,000 calls, 26,000 emails or forms, and 26,000 chat conversations are managed each year, illustrating both the diversity of entry points and the associated operational pressure.
Each interaction depends on multiple factors such as the origin of the journey, channel availability and opening hours, customer segmentation, and the complexity of the request.
Orchestrating these journeys therefore becomes essential for IDKIDS to route each request to the most appropriate resolution path.
The goal is to ensure a consistent, seamless, and efficient experience while maintaining continuity across brands and countries.
The IDKIDS group has deployed DialOnce’s omnichannel AI agent, in addition to visual IVR, to gain full control over its contact journeys. Accessible from both voice and digital journeys, it understands the reason for contact and determines the most appropriate resolution path.
Depending on the situation, it either enables autonomous resolution for the most common requests or directs the customer to the right channel while transferring the information already shared. The customer does not have to repeat themselves, and the journey remains seamless from one channel to another.
The omnichannel AI agent does not replace teams; it organizes flows, simplifies journeys, and ensures that a solution is always offered. Simple requests are handled more quickly, allowing advisors to focus on situations that require more support.
The AI agent makes it possible to:
The AI absorbs recurring requests and reduces the workload on teams, while strengthening first-contact resolution.
Today, the AI agent also handles interactions in three languages, enabling customers to be supported in their own language and helping to streamline journeys regardless of the channel used. This evolution strengthens the system’s ability to handle a larger volume of requests while maintaining a consistent level of quality in the responses provided.
The initiative is now continuing with several areas of development. The group is preparing the rollout of new conversational channels such as Google and RCS, and increased automation on the advisor side. The ambition is to move toward a more global approach to customer experience management, with end-to-end visibility across journeys and interactions.