Reducing Customer Service Costs by 90% at Morele.net
AskSpot automated repetitive inquiries and enabled expert-level AI advisory for one of Poland’s largest e-commerce platforms.
01
Client
Morele.net
02
Industry
IT & consumer electronics e-commerce
03
Monthly visitors
5 million
04
Monthly orders
100,000
05
Customer service team (pre-AI)
50 agents
06
Experience
20 years in market
Key Results
90%
Reduction in customer service costs
50 → 5
Customer service headcount
90%
Customer satisfaction score
< 5 min
Average response time
Solution Used
AskSpot AI Chat
FAQ & Order Automation
Technical AI Advisory
API Integration with Internal Systems
“Ask the Expert” Self-Service Feature
The Challenge
Morele.net handles tens of thousands of inquiries monthly across a catalog of IT and electronics products.
Key issues included:
- Over 40% repetitive inquiries
- High operational costs
- Complex technical advisory needs
- Long response times
Implementation Goals
- Automate repetitive customer service inquiries
- Reduce operational costs
- Provide expert-level technical advisory via AI
- Improve response times
- Maintain high customer satisfaction
The Solution
Part 1:
Automation of Repetitive Inquiries
AskSpot automated frequently asked questions including:
- Order tracking
- Returns and policies
- Basic product information
The AI provided 24/7 support integrated with Morele’s internal systems.
Part 2:
Expert-Level AI Advisory
AskSpot delivered technical advisory for complex queries such as custom PC configuration. The system leveraged historical Q&A data and API integrations to provide real-time, accurate guidance.
A self-service “Ask the Expert” feature was also introduced on product pages.
Results
- Deep API integration
- Reinforcement learning and model refinement
- Community-driven Q&A enrichment
Askspot is a revolutionary solution for us. We provide our customers with the key information they need instantly while simultaneously reducing the workload of customer service.
Dariusz Jodziewicz
Quality Director at morele.net
Why it worked
Deep API Integration
AskSpot connected seamlessly with internal systems, enabling real-time access to order and product data.
Continuous Learning
The AI improved over time using reinforcement learning and customer feedback refinement.
Expert-Level Knowledge Base
The system leveraged historical Q&A and technical documentation to deliver advanced advisory support.
Community-Driven Enrichment
User-generated Q&A contributions enhanced the AI model’s accuracy and depth.
