Customer Service Automation: Case Studies from Retail and Automotive Companies

Anatomy of a Modern Customer Service Chatbot

Today, chatbots are more than just answers to frequently asked questions. They help companies communicate with customers 24/7, take their needs into account, and make their employees’ work easier. The Banza Chatbot constructor platform for Creatio allows you to create such bots without complex programming. Thanks to a simple interface, companies can quickly set up dialogues, integrate bots into their processes, and improve the quality of service without unnecessary costs.

Key features of Banza’s chatbot solution include:

1. Support for popular messengers: WhatsApp, Telegram, Viber, Facebook Messenger.
2. Use of AI for personalization and analytics.
3. Storing the history of communication with clients.
4. Tracking KPIs and communication efficiency.
5. Integration into processes – from placing orders to collecting feedback
6. Scalability and stability under high loads.

This approach allows companies to reduce support costs, provide round-the-clock communication with clients, and combine all communication channels in one system – chatbots for customer service without unnecessary complexity. ​​When connected with wider automation tools, they become the “front door” to an end-to-end digital service process.

Service Automation Case Studies: From FAQ Bots to Hyper-Personalized Advisors

Modern companies process thousands of customer requests daily – from order clarifications and delivery questions to warranty issues and document checks. Previously, employees had to handle all these inquiries manually, leading to long queues and delays. Today, more and more businesses are turning to chatbots and AI-driven automation to reduce routine workloads, streamline operations, and ensure faster customer response times.

One practical example is Astana Motors, a large automotive holding in Kazakhstan. Before the project, a lot of routine work was done by hand: managers had to listen to calls themselves, lawyers checked every document line by line, and standard customer questions could hang in the queue longer than anyone liked. As the number of requests grew, people were simply overloaded, and part of the inquiries was processed with delays.

Together with us, the company introduced an AI-based system that works on several fronts at once: it transcribes every MP3 call into text, evaluates the tone of the conversation, checks how well managers follow sales scripts, and helps with automatic replies to emails.

In legal and procurement processes, the same platform analyzes and compares different versions of documents, checks whether they fit internal templates, highlights changes between scans and approved versions, and flags mismatches in purchase requests or product categories – for example, when «metal structures» are submitted but the content actually refers to office supplies.

Unlike boxed AI products where the vendor controls all configurations, Astana Motors fully owns the logic of prompts, triggers, and filters, so the company can adapt and scale automation across departments without vendor lock-in.

Key changes at Astana Motors:

• About 98% of all calls are now processed automatically.
• The amount of routine work for legal teams has been cut by roughly half.
• Requests and emails are handled around 70% faster than before.
• Lawyers receive pre-processed, structured documents and can spend more time on decisions instead of mechanical checks.

A similar approach was implemented for another client that needed to automate the processing of documents and applications. Instead of manually checking every form, an AI assistant and chatbot now handle verification steps in the background and only escalate non-standard cases to people. Automation results:

• The time for document processing was reduced by 91%.
• More than half of the managers’ working time was freed up.
• Decisions on customer applications and services are made significantly faster.

This approach helps companies not only speed up internal processes but also maintain customer trust by providing predictable response times and consistent decisions.

Retail Case Studies: Converting Service Interactions into Sales

In retail, customer support chatbots are becoming not just support tools, but real assistants in sales. They help not to lose customer requests, quickly respond to requests, and make personal offers. Banza has successfully implemented such solutions for retail clients. Below are examples of how customer service automation works – including chatbots and loyalty tools, changes everyday operations.

Case Study: Tavria V

Tavria V, one of the largest multi-format grocery retailers in Ukraine, wanted to move away from a paper-based loyalty scheme with plastic cards and slow document processing. The team needed to speed up internal workflows, simplify promotion setup and move from a few generic campaigns to truly personalized offers based on real customer behavior.

What we have done:

• Implemented Banza Loyalty for Creatio as the core platform for managing the loyalty program.
• Unified the product catalog and promotion mechanics so marketers can quickly configure and launch campaigns.
• Switched to registration by mobile phone and virtual loyalty cards, using a chatbot for enrollment, card data, and feedback to automate standard interactions with customers.
• Integrated Creatio CRM and the contact center to manage the full customer journey with advanced segmentation and analytics.

The results are as follows

1. Over 1000000 customers enrolled in the loyalty program.
2. More than 1200 promotions launched.
3. 50% less time spent by employees on preparing and launching promotions.
4. Around 250 personalized promotions per month based on customer preferences instead of a handful of generic chain-wide offers.

In practice, this means that the loyalty chatbot and automation scenarios work together: the bot helps register customers, answer questions about bonuses and promotions, collect feedback, while the loyalty engine and CRM segment audiences and trigger highly targeted campaigns.

Implementation Roadmap – From Pilot to Enterprise-Scale

Implementing a solution from companies like Banza’s requires a structured approach to ensure alignment with business goals. Here is a roadmap based on Banza’s methodology of customer service chatbot example. It consists of five steps, with the first one being needs assessment during the first 1-2 weeks:

• Identify pain points – high inquiry volumes, slow processing.
• Define KPIs – response time, conversion rates, and cost reduction.
• Engage stakeholders – CEO, CIO, Head of Digital Transformation.

The next one is a pilot phase, which takes 1-2 months:

• Deploy a basic chatbot for a single use case – FAQ handling or order tracking.
• Integrate with one or two channels – WhatsApp, and Telegram.
• Use no-code tools to configure live chat automation trees and test with a small audience.
• Collect feedback and refine scenarios.

The expansion phase goes after that, which takes around 3-4 Months:

• Add advanced features like AI personalization, analytics, and business process integration.
• Expand to additional channels – Viber, and Facebook Messenger.
• Scale to handle higher volumes with load balancing.

The final main step is enterprise-scale deployment is 5-6 Months:

• Fully integrated with Creatio’s CRM/BPM for end-to-end automation – from request and document processing to loyalty program management and post-sales service.
• Implement analytics dashboards for real-time KPI tracking.
• Train internal teams to manage and update chatbot scenarios without developers.

Ongoing Optimization:

• Monitor analytics to identify bottlenecks and optimize chat flows.
• Update scenarios based on customer feedback and business changes.

Banza’s fast time-to-market, up to 6 months, and no-code approach ensure rapid deployment, addressing CIOs’ concerns about vendor selection and implementation delays.

Measuring ROI & Continuous Optimization

The real benefit of chatbots for customer support can only be determined through metrics that correlate with business goals. Banza’s solution helps not only implement automation but also track its results in numbers. One of the clearest examples is a customer service automation project where the «time to agreement» on an application was reduced from 30 to 8 minutes, while a large retailer increased the average check of loyalty program participants by 33%. Among other results:

• Reduction in labor costs for document processing by more than 50%.
• Increase in customer satisfaction by 79%.
• Increase in call center efficiency by 59%.

To ensure that indicators do not decrease over time, it is important to constantly refine scenarios. When working with chatbots, Banza recommends:

• Regularly analyze KPIs through convenient dashboards.
• Adapt dialogues based on customer feedback.
• Use AI algorithms for personalization.
• Take into account new products and promotions in the communication structure.

Banza analytics enable decisions that are easy to explain to management – especially when it comes to trust in digital teams and return on investment. This is exactly how automation cases like Astana Motors or Tavria V are maintained and scaled: through continuous measurement and iterative improvements.

These are the best guidelines for forming the correct strategy of action. The Astana Motors project shows how transparent, configurable AI avoids «black box» risks, while the Tavria V case proves that automation can directly influence loyalty, average check, and promo efficiency.

Future Trends to Watch

The future of chatbots in customer service is changing rapidly – technologies are developing, and user demands are growing. You can already see where everything is heading:

1. Personalization through AI – chatbots are learning to understand us by our behavior.
2. Voice functions will soon become commonplace.
3. Transitions between channels – from Telegram to a bot call center without losses.
4. No-code platforms like Banza give freedom without programmers.
5. Bots themselves contact: promotions, reminders.
6. Data protection is coming to the fore, especially for companies operating in regulated environments and handling large volumes of personal data.

Banza is not a newcomer here: together with Creatio, the team is already implementing such automation scenarios today – discover how this can transform your customer service and operations, and visit our website to explore the solutions in more detail.