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How Decathlon Automated 65% of Customer Queries and Increased Online Conversions by 15% with AI Chat Assistant

By: GoBeyond Team
July 27, 2025
3 min read
AI case study for Decathlon – 65% query automation and 15% conversion increase

Quick Overview

Decathlon implemented an AI chat assistant to automate product search, ticketing, and support requests, improving response times and boosting online conversions.

Decathlon
Decathlon
Company Size
~90,000 employees
Revenue Range
$15B+ annual revenue
Primary Challenge
Handling high volume of customer queries efficiently
Key Metrics

- 65% of queries automated
- 15% increase in online conversions

The Problem

Manual customer service struggled to keep up with query volume, affecting conversion rates.

The Solution

Deployed AI chat assistant to automate responses and support workflows.

Results

- Automated majority of queries
- Increased online conversion rates
- Improved customer experience

Details

Industry
Retail & E-commerce
Departments
Customer Support & Service
Use Cases
Live Chat Support
Workflow Automation
Customer Feedback Analysis
Tags
NLP
Time-Saving
Client Satisfaction
AI Tools Used
No items found.
Sources
https://www.cloudtalk.io/blog/seamless-ai-customer-service/

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