OBIGermany and Central Europe · RetailOBI handles 45,000 monthly enquiries with 89% customer satisfaction through voice AI.
OBI introduced conversational voice AI for high volume customer enquiries and accurate routing across its retail operation.
Voice AI success storyOBI45,000 enquiries handled each monthWhat OBI needed to change.
Customers contacted a large retail operation with different needs, languages and destinations. Incorrect routing and repetitive questions created unnecessary effort before the customer reached the right outcome.
How OBI put conversational AI into the customer journey.
OBI introduced conversational voice AI for high volume customer enquiries and accurate routing across its retail operation.
The published system supports self service, call routing and shopping by phone across several markets and languages.
The human team kept the work that required judgement.
Retail service teams remained available for complex product and order needs. The voice AI handled approved self service and routing journeys with the context required for a more useful handoff.
45,000 enquiries handled each month.
Parloa reports 45,000 monthly enquiries handled, 89% customer satisfaction, 20% end to end automation and 99% routing accuracy.
What another service business can learn from OBI.
Routing accuracy is an essential part of customer experience at scale. Voice AI can reduce effort when it understands intent early, completes what it safely can and sends every exception to the correct destination.
This example shows how voice AI and conversational AI can support a real customer journey. Every business should still establish its own baseline, operating boundaries and commercial case before implementation.