How Hyléria Paris Transformed Customer Support with AI Automation
Achieving 78% automation across email, chat, and social channels
The Challenge
Hyléria Paris was struggling with:
- 4+ hour response times across email and social media channels
- Overwhelmed customer service team handling repetitive inquiries
- Limited capacity to scale support across multiple channels
- Inconsistent response quality across different platforms
The Solution
HelpWave implemented an omnichannel AI support system:
- Automated email response system with smart routing
- Instagram and Meta automated comment management
- Centralized dashboard for cross-channel support management
The Impact
2min
Average Response Time
Down from 4 hours78%
Automated Resolution Rate
Across all channels65%
Team Capacity Increase
More time for complex casesChannel Performance
Email & Chat Support
- 82% of emails automatically categorized and routed
- 73% of chat inquiries resolved by AI without human intervention
- 24/7 automated response coverage
Social Media Management
- 85% of Instagram comments addressed automatically
- 92% accuracy in sentiment analysis
- 3x faster response time on Meta platforms
"The transformation in our customer service efficiency has been remarkable. With HelpWave's AI automation, we've reduced response times from 4 hours to just 2 minutes, while maintaining high-quality support across all our channels. Our team can now focus on what matters most - building meaningful customer relationships."
Johanna Minvielle-Sebastia
CEO - Hyléria Paris