Tarve: AI Chatbot Handles 85% of Enquiries
The Challenge
Tarve, a London-based consumer brand with a flagship presence in Covent Garden and a growing online operation, was fielding over 6,000 monthly customer enquiries across email, website chat and WhatsApp. A support team of four was stretched thin, response times had crept past 24 hours and Trustpilot reviews were beginning to slip as Consumer Rights Act queries and Royal Mail delivery questions went unanswered.
The Solution
We deployed a custom-trained AI chatbot across Tarve's website, WhatsApp and Instagram channels, grounded on their product catalogue, UK returns policy and brand tone. The AI now handles 85% of all enquiries autonomously, including delivery tracking, returns under the Consumer Rights Act and sizing questions, while routing complex VIP and wholesale queries to the human team with full context.
Results
The Numbers Speak
Enquiries Handled by AI
Annual Support Cost Saved
Post-Chat CSAT (out of 5)
Average First-Response Time
“We were worried that an AI chatbot would feel impersonal to our Covent Garden customers. Instead, our CSAT has gone up and our team finally has time to focus on the conversations that actually build loyalty.”
Arun
Marketing Director, Tarve