Informative Pet Food Chatbots : freshpet 1

Freshpet uses artificial intelligence (AI) to improve customer experiences across the board. The company recently explored the positive impact chatbots, such as Scout, could have on its current operations as a pet food company. Scout handles common inquiries well, allowing live agents to focus on more complex issues that require empathy.

Freshpet balances efficiency and human interaction, ensuring an enjoyable experience for customers looking for answers. Scout continues to learn new skills to address a wider range of queries, achieving a 97% accuracy rate in real-time responses without input from the consumer care team.

This chatbot integration has led to a significant reduction in calls handled by agents, allowing them to prioritize high-priority issues. Additionally, Freshpet observed a 29% decrease in customer wait times, demonstrating the effectiveness of AI-driven customer care solutions in improving overall service efficiency and satisfaction. These improvements have led to an increase in younger consumers, including Gen Z, as this demographic values ​​customization when it comes to purchasing/