Intelligent automation: Efficiency for retailers, clarity for customers
ThinkOwl AI agents handle recurring inquiries and tasks in e-commerce. They cover delivery status, returns, complaints, and product recommendations. Customer support teams are relieved, costs are reduced, and service quality remains consistently high. Across all channels, conversational AI remains active 24/7.
eCommerce support with smart AI agents
AI Agents trained on eCommerce use cases
Discover our multichannel AI bots for e-commerce and test them live!
"The intelligent integration of telephony, email, social media, chat, and AI in the central ThinkOwl platform simplifies our employees’ daily work while delivering a more personal and efficient customer experience."
Jorn Sirowatka
Head of Customer Service | Digital Services, FIEGE Gruppe
FIEGE Group: Efficient communication across all channels
A central communication solution was needed to use resources efficiently and improve service quality.
All channels are centrally integrated in ThinkOwl, including telephony with WTG Cloud PURE. Customer inquiries are automatically categorized, prioritized, and processed with intelligent response suggestions using AI.
After just 12 weeks: consistent customer interactions, seamless telephony integration, and significantly increased productivity through automation.
Use case: Complaints resolved in 3 minutes
Customers sent inquiries about returns via email. Assignment and processing took up to 24 hours.
The AI recognizes the complaint, verifies the order number, automatically generates the return label, and sends it via email.
Response time under 3 minutes. No more follow-up inquiries. Fewer escalations.
Scalable during high request volumes
AI agents make you independent of fluctuating service inquiries. They handle peaks flexibly, even during high-demand periods such as promotions or sales events.
Seamless channel switching
Voice, chat, or email – customers can easily switch channels during an interaction, for example, moving from a voice assistant to a chat message on their smartphone.
Multilingual support
Up to 80 languages with real-time translation, enabling customer service without language barriers.
Banking & Finance
Banking & Finance
eCommerce & Retail
Common challenges
- Order, payment, and shipping queries
- Multichannel complexity and inconsistency in communication
- Pressure to respond instantly
- Seasonal demand spikes
Key solutions
- Scalable ticket management and automated case routing
- Streamlined service workflows using RPA and AI
- Conversational AI bot for automated client interactions
- Omnichannel communication facility for unified customer engagement
Banking & Finance
Common challenges
- Complex transaction queries
- Complexities in regulatory compliance
- Fraud and security risks
- Volume spikes related to campaigns
Key solutions
- Automated routine transaction support
- Built-in workflows for compliance enforcement
- Real-time AI-based flagging of suspicious activities
- AI-driven traffic management for campaign-related surges
Utilities & Energy
Common challenges
- High volume of billing and outage-related inquiries
- Service complaint and escalation management
- Limited availability of self-service options
- Inconsistent service quality and feedback mechanisms
Key solutions
- AI bots (voice & chat) for handling routine questions
- Automated case routing and SLA management
- Self-service portals for usage visibility and bill payment
- Quality assurance with integrated performance metrics
Travel & Hospitality
Common challenges
- Frequent booking and cancellation requests
- Multi-channel guest communication
- Language and time-zone barriers
- Post-trip feedback management inefficiencies
Key solutions
- Conversational bots for automating common booking and cancellation tasks
- Omnichannel messaging across email, chat, SMS, and social media
- >Multilingual virtual assistants designed to support global guest
- Customer feedback collection via survey tools with CSAT and NPS metrics
Telecommunications
Common challenges
- Repetitive questions on data, roaming, and SIM setup
- High churn from network issues or
service disruptions - Siloed systems across CRM, billing, and network tools
- Lack of workflow automation
Key solutions
- Chatbots and voicebots for 24/7 client query handling
- Timely multi-channel notifications and updates
- Software integration for unified data interface
- Intelligent automation using BPMN
Insurance
Common challenges
- Application and claim processing delays
- Complex inquiries and long processing times
- Manual paperwork
- Lack of information and DIY facility
Key solutions
- RPA and AI-driven process automation
- AI bots for instant customer query handling
- Digitalization of paperwork with OCR and e-signature technologies
- Self-service and end-to-end digital claim management portals
Logistics & Transport
Common challenges
- High inquiry volumes
- Manual document processing
- Staff shortages
- Difficulty in data flow across multiple software
Key solutions
- AI case management for automated resolution processes
- AI-based digitalization of document processing
- Intelligent suggestions and case pre-sorting for support staff
- Third-party software integration with data extraction
Education Institutions
Common challenges
- Queries about courses, schedules, and exams
- Difficulty managing multi-channel communication
- Language barriers in student support
- Inefficient feedback collection and follow-up processes
Key solutions
- Conversational AI for answering common student queries
- Unified communication for omnichannel interaction management
- Multilingual support with AI-powered translation tools
- Feedback collection via surveys with automated follow-ups
Healthcare
Common challenges
- Appointment scheduling delays and long wait times
- Inefficient patient data management
- Low patient engagement
- Fragmented care coordination between providers
Key solutions
- AI-driven scheduling to reduce wait times
- Integrated systems for unified data management
- Automated reminders and patient portals
- Centralized platforms for care coordination
