This case study looks at how an AI assistant for online grocery support helps eBag improve customer communication during every stage of the shopping cycle.
eBag is one of Bulgaria’s most trusted online grocery platforms, known for fresh produce, precise delivery slots and consistently reliable fulfilment. With its rapid growth in Sofia and other cities, the company needed a way to answer recurring questions faster and keep customer expectations aligned with real-time availability and delivery rules.
Baggy quickly became a stable part of the shopping experience, providing fast and reliable guidance throughout the ordering journey. The assistant handles high volumes of recurring requests, reflects real-time delivery rules and availability updates, and helps customers navigate common questions with confidence.
More complex cases are transferred to human agents, while routine inquiries are resolved instantly through automation, keeping service consistent even during peak periods.
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Baggy quickly became part of eBag’s daily work by handling high-volume questions with speed and accuracy.
Customers get clear guidance on delivery zones, fees, slots and availability changes, while the support team deals with fewer repetitive requests.
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“We were impressed by the overall approach of the team, their attention to detail and their ongoing efforts to gain in-depth understanding of our business processes.
Automating this process not only helped us become more efficient, but also freed up sufficient time that could now be dedicated to expanding our business. We believe this innovation will take us one step ahead of the competition.”
