In partnership with us, an innovative Bulgarian company operating in the field of AI enterprise automation, Doverie Brico AD has embarked on a digital transformation journey aimed at transforming the Mr. Bricolage chain of stores business. The initial solutions identified by the companies, and subsequently developed and implemented by DigiTech Consult, focus on optimizing internal operational processes and improving customer interactions. The approach is grounded in long-term collaboration, within which automation is introduced progressively through a clearly defined roadmap for the enhancement and modernization of key business activities.
Operational Challenges
Prior to the initiative, the company processed more than 84,000 incoming documents annually from hundreds of suppliers, received through multiple channels. A portion of the invoices were received via email in PDF format, while others arrived as scanned documents sent by courier. The high volume of documentation required substantial manual effort and introduced risks of operational delays and errors. Concurrently, the customer service team was responsible for handling over 47,000 incoming calls per year, in addition to a significant number of email inquiries. A considerable share of these requests related to recurring questions concerning product information, availability, services, and related topics.
Automation of Accounting Processes
As the initial phase of the program, automation of incoming invoice processing was introduced through Robotic Process Automation (RPA). The solution enables the automated collection of documents from various sources, their recognition through Optical Character Recognition (OCR) technology, and their structured processing. The extracted data is subsequently delivered directly into the company’s internal systems, where invoices are automatically recorded in accordance with established accounting procedures. Within the first two months following implementation, the system processed over 5,000 invoices, thereby reducing manual workload and establishing a more efficient foundation for the management of financial processes.
AI Digital Assistant for Customer Service
In parallel with document automation, an AI digital assistant was developed and deployed to support customers in accessing information related to products, services, stores, and delivery conditions. The assistant operates on a 24/7 basis and communicates in both Bulgarian and English, enabling interactions that closely resemble natural communication with a consultant.
Through the assistant, customers can obtain information regarding product availability, pricing, services, and return conditions, and can be directed to specific items through links to the online catalogue. Additionally, the assistant is capable of displaying the nearest store through an active location service integrated with Google Maps and supports self-service booking of services such as 3D design consultations through integration with calendar systems. In more complex cases, the system facilitates a seamless transfer to a live operator.
Next Steps in the Digital Transformation
The implemented solutions represent the initial phase of a broader digital transformation program within the company. Future phases envisage the expansion of automation across additional business processes, as well as the extension of the digital assistant’s capabilities into new communication channels. These initiatives form part of Doverie Brico AD’s long-term strategy aimed at enhancing operational efficiency and improving the overall customer experience associated with the Mr. Bricolage brand.
Recognition
The solutions developed for MR.Bricolage have been featured in the annual report for 2025 of Paraa AI, an international organization focused on applied artificial intelligence and real business implementations. The report highlights practical AI deployments with measurable impact, positioning projects like this among selected real-world examples of enterprise automation.
The full report is available through a download form here.
