"AI has become part of our team. It responds faster than a human and maintains the service quality our customers expect."

Before implementing Mira AI, Leader Fox handled customer support primarily through a landline, where callers selected between a technician, sales department, and retail store based on their needs. Contact form and email inquiries were processed manually by operators depending on availability.

Due to the time-intensive nature of this model, the company initially decided to deploy a button-based chatbot, but quickly encountered its limitations. In practice, this solution required constant operator supervision—often from a technician or sales representative. Given that technicians have very busy schedules, it wasn’t sustainable long-term for them to handle routine inquiries.

The decision to deploy an AI assistant was primarily motivated by the need to streamline customer support operations and free up key team members. This decision also had strong support from leadership—Leader Fox CEO Pavel Müller has long been following developments in artificial intelligence and actively supports its integration into company processes.

Several criteria were then defined that the AI had to meet. The main goals were to reduce the burden on operators, speed up responses to common queries, and help maintain quality customer service during peak periods. It was also important to determine whether AI implementation would improve the overall user experience on the e-shop, especially for new customers who often need to get oriented quickly.

Implementing Mira AI helped Leader Fox automate a large portion of communications, saving time for key team members. Currently, artificial intelligence handles 100% of all website inquiries, completely replacing live chat.

Monthly, the AI assistant handles an average of 225 conversations and offers customers 160 products, with 54% of offers actually being opened by customers. Only 3% of conversations receive negative ratings from customers, representing a dramatic improvement over the previous button-based chatbot.

While there’s always room for improvement, Leader Fox considers the Mira AI implementation successful. According to the team, three factors were crucial for the project’s success: clear vision and leadership support for artificial intelligence, gradual system refinement and addition of new features, and the ability to upload a custom product catalog.