Floward has deployed the Infobip AgentOS platform to manage its customer service operations during high-demand seasonal periods. The online flower and gifting company partnered with the cloud communications provider to transition from traditional rule-based chatbots to an AI-driven system. Consequently, the company successfully managed up to 13 times its normal conversation volumes during peak days.
As a same-day delivery business, Floward experiences intense seasonal demand spikes during major occasions such as Mother’s Day, Valentine’s Day, and Ramadan. To address this challenge, the company worked with technology consultants to redesign its customer journeys. Specifically, they deployed a multi-agent system that routes conversations to specialized AI agents for tasks like address collection, FAQs, and order changes.
Managing Seasonal Demand Spikes
The system integrates orchestrated WhatsApp journeys to simplify interactions for recipients. For instance, recipients can provide their delivery addresses directly within the chat interface. Meanwhile, the AI agents handle related inquiries within the same conversation to maintain a unified experience. Notably, the entire solution was designed, tested, and deployed in less than two months.
Automating Workflows with Infobip AgentOS
The deployment of the platform allowed the company to scale its support capabilities without a corresponding increase in staff. According to company representatives, this approach successfully demonstrated that customer support capacity can grow independently of headcount. Furthermore, the integration of customer data on a single platform helped maintain service standards during busy periods.
“By combining AI agents, WhatsApp journeys, and customer data on a single platform, we significantly improved efficiency and automation while maintaining high service standards during our busiest periods. As a result, we reduced customer service costs by 15%, handled 54,000 conversations on Valentine’s Day alone, and consistently achieved one-minute response times.”
Lujain Mallosh, Customer Care Senior Manager at Floward
Measurable Operational Improvements
The implementation yielded several measurable improvements in key performance indicators. For example, the company achieved a 12 percentage point increase in customer satisfaction scores. Additionally, the system maintained a 95% service level agreement performance. Meanwhile, the AI containment rates improved year over year, which reduced overall operational costs.
Future Expansion Plans
Following the initial deployment, Floward is extending the Infobip AgentOS foundation to support new revenue-generating features. Specifically, the company plans to launch an electronic invitations feature. This new service will orchestrate approval workflows, recipient notifications, and gift prompts through the same communications platform. Consequently, the company expects to build more connected experiences for its global customer base.
