Case studies: Agentic AI in Sales & Customer Service

Case studies: Agentic AI in Sales & Customer Service 
This document outlines an overview of recent  Agentic AI assessment programs and implementations designed to optimize sales processes and enhance customer service operations.  
Case Study 1: German Loyalty Card Provider
A leading German loyalty card provider partnered with us to transform their business through AI, shifting from traditional services to a data-first company.
Challenge: The company faced an 80% budget reduction while experiencing increased service demands. Their customer service team struggled with limited resources, while restructuring threatened to increase customer churn.
Scope: Our solution delivered an AI readiness assessment, technical evaluation, and phased implementation. We deployed NLP chatbots that automated 65% of customer inquiries and implemented predictive analytics that identified at-risk customers with 89% accuracy.
Project Timeline
1
Assessment 10 days
Initial assessment for AI use cases completed in 5 days each cs/sales, with tool recommendations.
2
Technical AI Assessment 4 weeks
Review system architecture, data quality, accessibility, and CRM systems  for AI readiness
3
Chatbot Launch 4 weeks
Implementation "off the shelf chatbot" for low-hanging fruit reduced contacts and preparation for agentic AI for churn reduction
4
Reducing Churn Layer 3 months
Data layer and trigger built. Anticipated customer churn due to behavior and marketing.
Implementation Outcomes  
The AI implementation yielded impressive results, demonstrating the transformative potential of AI in sales and customer service:
30% reduction of contacts via chatbot
42% Reduction in Average Handling Time 
€780k Annual Cost Savings in Customer Operations 
Churn decrease is expected to be 20% 
Data Layer for future Agentic AI 
Rapid ROI: A total €205k investment yielded immediate financial benefits from AI-driven transformation.
Case Study 2: B2B SaaS Company
Challenge: A German invoicing provider faced rapid growth from new legal requirements but lacked infrastructure to handle increased demand. With no dedicated sales team or onboarding process in place, they risked losing potential customers to competitors.
Scope: We conducted a CX assessment and AI readiness assessment at the same time and transitioned   customer service teams  to success roles and automated solutions for sales. This included deploying chatbots for lead generation, automated LinkedIn outreach for webinars, and systems for handling customer requests—all leading to faster response times and improved engagement. We leveraged existing CRM, Zendesk, and HubSpot to boost conversion, retention, and adoption.
AI Chatbot for Lead Generation
Autonomous Lead Qualification & Scoring
Personalized Outreach & Follow-Ups
AI-Driven Webinars
Automated Onboarding
AI-Driven Sales Collateral Generation