Customer support · Production

Pets at Home maintains service excellence by combining Blue Prism digital workers and Salesforce during COVID-19

The problem

COVID-19 lockdowns prevented customers from visiting Pets at Home stores, causing a sharp increase in digital customer inquiries that threatened the company's ability to maintain its signature warm, empathetic service.

Workflow diagram · grounded in source
1
Digital customer inquiry received
trigger
“sharp increase of customer inquiries through digital channels”
2
Digital workers handle simple queries
ai_action
“the digital workers were tasked to respond to many of the simpler queries, the most common of which was a request for an order update”
3
Salesforce integration
integration
“Integrating seamlessly with Salesforce®, the digital workers were tasked to respond to many of the simpler queries”
4
Human workers handle complex conversations
human_review
“Now freed from answering these simpler requests, the human workers at Pets at Home can return to having more valuable, in-depth conversations with customers about their much-loved pets”
5
Executive data delivery
output
“the automation team used intelligent automation to deliver relevant data to executive staff, enabling them to make informed decisions quickly”
Reported outcome

Blue Prism digital workers handle simple customer queries such as order updates, freeing human colleagues to have more valuable, in-depth conversations with customers about their pets.

Reported metrics
Human colleague time freed for complex conversationsfree to go and have those emotional conversations with customers
Reported stack
Blue Prism digital workersSalesforce
Source
https://www.blueprism.com/resources/case-studies/pets-at-home-maintains-service-excellence-by-combining-intelligent-automation-and-salesforce/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Blue Prism digital workers handle simple customer queries such as order updates, freeing human colleagues to have more valuable, in-depth conversations with customers about their pets.

What tools did this team use?

Blue Prism digital workers, Salesforce.

What results were reported?

Human colleague time freed for complex conversations: free to go and have those emotional conversations with customers (source-reported, not independently verified).

How is this customer support AI workflow structured?

Digital customer inquiry received → Digital workers handle simple queries → Salesforce integration → Human workers handle complex conversations → Executive data delivery.

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