Customer support · Production

Hallon automates up to 65% of customer inquiries and cuts queue times from months to minutes with Berry conversational AI

The problem

As Hallon's customer base rapidly expanded, traditional customer service methods buckled under surging inquiry volumes, creating a month-long email backlog and frequent dropped live chats that underscored the need for a scalable solution.

Workflow diagram · grounded in source

Customer inquiry received

trigger

“become the primary point of contact for customer inquiries”

Berry resolves inquiries via conversational AI

ai_action

“Berry's ability to handle a range of inquiries, from simple FAQs to more complex account-related info such as PIN and PUK codes, showcases its advanced capabilities and adaptability”

Backend and Zendesk integration

integration

“Berry's success is partly due to its integration with key systems like Zendesk and various backend platforms. These integrations have enabled functionalities such as bankID verification, facilitating secure account access and seamless tr…”

Complex cases routed to human agents

routing

“seamless transitions between Berry and human agents”

Conversation data improves Berry

feedback_loop

“using conversation data to expand its capacity to answer customer inquiries, building out new answers without the need for technical expertise”

Reported outcome

Berry achieved up to 90% resolution rate and automated up to 65% of all inquiries, cutting queue times from a month's backlog to under five minutes, while allowing Hallon to quadruple its customer base without expanding its customer service team.

Reported metrics

Customer interaction resolution rateup to 90%

Inquiries fully automatedup to 65%

Average monthly conversations40,000

Customer service queue timeless than five-minute queue times

Show all 8 reported metrics

customer interaction resolution rateup to 90%

inquiries fully automatedup to 65%

average monthly conversations40,000

customer service queue timeless than five-minute queue times

customer base growthquadrupled over the past five years

operational costsminimize operational costs

customer service headcount expansion avoidedeliminated the need for a proportional increase in customer service headcount

deployment timeless than 6 months

Reported stack

Berryboost.aiZendeskbankID

Source

https://www.boost.ai/case-studies/how-hallon-transformed-front-line-customer-service-while-automating-65-of-inquiries

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Berry achieved up to 90% resolution rate and automated up to 65% of all inquiries, cutting queue times from a month's backlog to under five minutes, while allowing Hallon to quadruple its customer base without expandi…

What tools did this team use?

Berry, boost.ai, Zendesk, bankID.

What results were reported?

Customer interaction resolution rate: up to 90%; Inquiries fully automated: up to 65%; Average monthly conversations: 40,000; Customer service queue time: less than five-minute queue times (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer inquiry received → Berry resolves inquiries via conversational AI → Backend and Zendesk integration → Complex cases routed to human agents → Conversation data improves Berry.