Building AgenticAI to save your feet!
Freefoot, a leading Swedish retailer of barefoot shoes, transformed its customer support operations by implementing an AgenticAI solution on AWS.
AWSServerlessBedrockComprehendGenAIAI
The Challenge
Freefoot’s customer support system relied on hardcoded rules and predefined Q&As. While sufficient for simple inquiries, it failed to: Handle nuanced or open-ended customer questions effectively. Scale during seasonal or campaign-driven spikes in traffic. Provide personalized, empathetic communication aligned with Freefoot’s brand. Leverage the wealth of historical customer support case data accumulated over time. This resulted in frustrated customers, slow response times, inconsistent communication, and increased workload for human support agents. To address these challenges, Freefoot partnered with Novalo to implement an AgenticAI solution powered by AWS. The architecture was built using AWS’s five-layer serverless AI pattern. We leveraged data from the previous support-case system, which was stored in open-text format. Incorporating this unstructured information was challenging, as it required interpreting the context of each case, but it proved highly valuable. By continuously enriching the AgenticAI with this data, we enabled it to deliver more accurate product recommendations and answer practical questions such as stock availability or which shoe best suited a customer’s needs.
Results & Impact
Projected cost savings of ~340,000 SEK annually, primarily through reduced agent workload, faster resolution times, and AWS cost efficiencies. Additionally, sales conversion rates improved due to quicker, more accurate product guidance.