How 4FIZJO automated 50% of customer inquiries with AI
01
Client
4FIZJO
02
Industry
Fitness & rehabilitation e-commerce
03
Monthly Orders
~120,000 orders per month
04
Employees
120+
05
Sales Channels
Own stores (PL, CZ) + marketplaces (incl. Allegro)
06
Helpdesk System
Thulium
Key Results
Solution Used
AskSpot AI Chat
AskSpot Inbox Agent
Website integration
Helpdesk (Thulium) integration
ERP / OMS integration
The Challenge
4FIZJO operates a high-volume, multi-channel e-commerce business handling approximately 120,000 orders per month. Customer inquiries arrive from website stores (Polish and Czech), marketplaces such as Allegro, email, and contact forms - all aggregated in the Thulium helpdesk system.
The service team faced increasing pressure due to:
- A growing number of post-sale inquiries (order status, returns, complaints)
- Complex product-related advisory questions
- Multi-channel communication management
- The need to maintain high quality and fast response times at scale
As order volume increased, maintaining both speed and quality of service became increasingly difficult.
Implementation Goals
The AI implementation project at 4FIZJO was designed to achieve several measurable objectives:
- Reduce by 50% the number of customer inquiries handled by human agents
- Provide 24/7 advisory and product support
- Improve service quality through faster issue resolution
- Reduce the workload of consultants handling repetitive cases
The Solution
Stage 1:
Website AI Chat Implementation
AskSpot Chat AI was deployed across 4fizjo.pl, 4fizjo.cz, and 4fizjo.ro.
The AI chat enabled:
- Product search and purchasing advice
- Detailed product specification responses
- Order status checks
- Delivery information
- Order modifications
- Return and complaint submission (including document uploads)
- Multi-language support
Customers could independently resolve many common cases without consultant involvement.
Stage 2:
Inbox Agent AI Integration (Thulium)
Following chat deployment, AskSpot was integrated into the Thulium helpdesk system.
The Inbox Agent:
- Automatically retrieves new tickets via API
- Recognizes customer intent
- Categorizes and prioritizes cases
- Retrieves order and product data from ERP / OMS
- Generates draft or full responses
- Performs ticket status updates and routing
The AI independently handles a significant portion of email and marketplace messages, reducing manual workload.
Results
The implementation delivered measurable operational improvements:
40% reduction in website-originated inquiries
Following chat launch, phone calls and website messages decreased by approximately 40%, without negatively affecting customer satisfaction.
33% of email & marketplace tickets automated
The Inbox Agent independently resolved approximately one-third of incoming tickets from email and sales platforms.
Significant workload reduction
By automating both chat and inbox channels, 4FIZJO reduced consultant workload and avoided proportional team expansion despite business growth.
Consultants were able to focus on more complex cases, improving response quality and speed.
Why it worked
