How Innovi automates customer questions with a smart AI chatbot
Innovi, specialist in innovative and sustainable cleaning solutions, places a high value on personal customer contact. To support customers outside office hours as well, Innovi wanted an additional service that's always available. That led to deploying Chatwize's AI chatbot.
The chatbot answers common questions instantly, offers product advice and helps with questions about specific products and use cases. Meanwhile, the team stays available during the day for personal contact. This combination of AI and human service ensures Innovi can always respond quickly and reliably.
“The AI chatbot makes customer contact simple and accessible, contains all of our products and is even available via email. Integration and configuration were surprisingly easy.”
The impact, in numbers
- 90+
Questions automated in the first month
- 34%
Questions handled outside office hours
Innovi's AI chatbot: seamless from website to inbox
A big advantage of this solution is that the chatbot is active not only on the website but is also accessible through email communication with customers. In every email, Innovi can include a direct link to the chatbot so customers can ask their questions in a single click. That makes contact easy and always available, regardless of how the customer reaches Innovi.
Combining website integration with email support keeps Innovi closer to the customer at all times. Customers experience consistent, professional service with no waiting times or complicated processes.
Within one month: 90+ questions answered, 36% outside office hours
In the first month after launch, the AI chatbot handled 90 customer questions. A full 36% of those came in outside office hours. That shows how valuable 24/7 availability is — especially for customers who aren't tied to standard working times.
During the day, the Innovi team is ready to take over via live chat whenever the customer wants. This hybrid approach — AI automation combined with personal contact — has led to significant time savings and higher customer satisfaction.
Innovi's AI solution: more efficient customer service and tangible results
The chatbot has delivered on multiple goals for Innovi:
- Time savings for the team: repetitive questions are handled automatically so staff can focus on complex enquiries.
- Always available: customers always get an answer, including evenings and weekends.
- Insight into customer questions: the Chatwize dashboard surfaces common questions, peak times and trends.
- Consistent communication: the chatbot communicates in Innovi's tone of voice, giving customers a brand experience that feels professional and trustworthy.
Fully on-brand and smart support for the team
Innovi's AI chatbot was implemented in a single day and fully aligned with the brand identity and website. Thanks to the no-code platform, Innovi can manage the chatbot independently — no technical knowledge or external developers required.
Through the dashboard, Innovi gets immediate insight into common questions and peak moments, which helps improve processes and website content. The chatbot fully matches the brand identity and communicates in a professional, friendly way, strengthening customer trust.
The AI chatbot is filled with product information and manuals, so customers get instant answers to their questions. That speeds up the customer journey and reduces the workload for the team.
Fully on-brand
The chatbot was visually tailored to the Innovi.nl brand and slots seamlessly into the website design.
Discover the impact yourself
Ready to make this happen for your team?
Want to try it for yourself? Book a demo now and discover what Chatwize can do for your organisation.