Floward, the leading online flower and gifting company in the Middle East and the UK, has partnered with Infobip to transform its customer service using AI agents on Infobip's AgentOS platform. By moving beyond traditional rule-based chatbots to agentic AI, Floward now handles up to 13x higher peak-day conversation volumes while maintaining fast response times and high customer satisfaction.
The Challenge: Seasonal Demand Spikes
As a same-day delivery business built around major occasions like Mother's Day, Valentine's Day, and Ramadan, Floward experiences intense seasonal demand spikes. Traditional customer service models would require scaling headcount to match, but Floward took a different approach.
The Solution: Multi-Agent AI System
Working with Infobip's AI consultants, Floward redesigned its customer journeys on Infobip AgentOS, deploying a multi-agent system that intelligently routes conversations to specialized AI agents for tasks such as address collection, FAQs, and order changes. When needed, conversations are seamlessly escalated to live agents.
A key innovation is the use of orchestrated WhatsApp journeys, where recipients are guided through address collection directly in chat, while AI agents handle related questions within the same conversation. The entire solution was designed, tested, and deployed in under two months.
Results: Impressive Metrics
- Reduced customer service costs by 15%
- Handled 54,000 conversations on Valentine's Day alone
- Improved AI containment rates year over year
- Consistently achieved one-minute response times with 95% SLA performance
- Increased CSAT by 12 percentage points even during extreme peak demand
Beyond Customer Service: Revenue-Generating Experiences
Floward is now extending the same Infobip AgentOS foundation to new, revenue-generating experiences, including an e-invitations feature where approval workflows, recipient notifications, and gift prompts are orchestrated through the platform.
"One of the biggest achievements of this transformation was proving that scaling customer service no longer means scaling headcount at the same rate," said Lujain Mallosh, Customer Care Senior Manager at Floward.
"Floward's peak-season challenges are a textbook example of where agentic AI delivers the most value," said Emir Kalem, Head of Customer Success EMEA at Infobip.
Comments
Join Our Community
Sign up to share your thoughts, engage with others, and become part of our growing community.
No comments yet
Be the first to share your thoughts and start the conversation!