Nespresso recognized a critical need for digital optimization to enhance both customer-facing and employee experiences through the adoption of emerging technologies. The company aimed to address gaps in self-service options, streamline preferred communication channels for customers, and empower employees to navigate complexity while reducing manual effort and inefficiency within the organization.
However, there were limitations in obtaining granular feedback after call interactions, along with challenges in tracking escalations. These limitations hindered the ability to integrate customer insights into decision-making, quality, and service delivery. To solve these challenges, Nespresso wanted a scalable and innovative solution that would streamline digital interactions, minimize inefficiencies, and elevate experiences for both customers and team members.
To achieve these digital optimization goals, Nespresso partnered with Concentrix to implement a comprehensive suite of technologies and AI-driven tools, built to improve service responsiveness and operational efficiency across both B2C and B2B interactions.
Chatbot Deployment
Concentrix optimized Nespresso’s existing B2C chatbot and deployed a B2B chatbot—a global first in-market for Nespresso. These digital assistants guided customers through workflows, such as product selection, with interactive quizzes, offering tailored recommendations based on individual preferences. By streamlining the transition to Nespresso’s website, the chatbots enhanced accessibility and engagement, and unlocked new sales opportunities.
AI-Powered Knowledge Management
For customer service advisors, the partnership introduced Knowledge.AI, an innovative AI-driven solution that intelligently sources and curates knowledge content, empowering advisors to provide rapid and accurate resolutions. This tool reduced the time advisors spent searching multiple repositories for answers, improving both response accuracy and resolution speed. Leveraging continuous learning from user feedback, Knowledge.AI ensures advisors consistently deliver the best outcomes for customers. To further enhance service recovery and coaching opportunities, a post call survey was implemented that captures immediate customer satisfaction with their interactions. This enables timely service recovery actions and links results to individual advisors for targeted coaching.
AI-Enabled Coaching
We also introduced Coaching.AI, which provided advisors with personalized coaching insights by analyzing their customer interactions. This solution pinpointed areas for improvement while reinforcing consistent service quality. By focusing on performance data, Coaching.AI empowered advisors to continually develop their skills and deliver exceptional support. Additionally, it significantly reduced coaching preparation time for team leads and quality analysts, enabling them to engage in more meaningful and productive coaching conversations. And, to support all of this, we deployed our own workflow tool and built a dashboard to easily track end-to-end support escalations, reducing manual capturing and tracking across multiple forms, providing clear visibility for actions and decision-making.
AI-Powered Learning
Nespresso’s commitment to excellence extended to employee development through AI-powered digital learning. With tools like AI avatars and interactive learning bots providing dynamic training content, advisors benefited from experiential simulations that allowed them to practice handling the most common customer inquiries, improving their readiness to tackle live customer interactions with greater confidence and competence. Together, these technologies and AI-powered innovations have created a seamless and connected experience for Nespresso’s customers and team members. From rapid issue resolution to personalized product recommendations, customers now engage with Nespresso with greater convenience and efficiency than ever before. Meanwhile, employees benefit from enhanced support tools and training resources that empower them to deliver exceptional service, ultimately leading to increased job satisfaction and professional growth.
“We were extremely happy to partner with the Concentrix team on the AI innovations portfolio, which has transformed our customer engagement strategy through the implementation of advanced technologies, including enhanced B2C and groundbreaking B2B chatbots. This collaboration not only elevates the customer experience by improving service efficiency and responsiveness, but also empowers our frontline employees with the tools and training they need to deliver exceptional service and foster professional growth.”
– Elena Staehli, Head of Nespresso Customer Relationship Centre
Voice customer satisfaction (CSAT): Post call surveys provided valuable insights into customer satisfaction, with both B2C and B2B segments continually exceeding the 80% target eight months after launch.
Chat customer satisfaction (CSAT): The B2C chatbot rose to an impressive 95.8% 6 months after deployment, and is consistently tracking >86% CSAT 12 months after deployment (while the B2B chatbot continues to achieve 100% CSAT).
Agent efficiency: Improved advisor productivity with >50% reduction in time spent searching for knowledge content, 98% utilization and accuracy rates 12 months post deployment for B2C (92% utilization and 100% accuracy rates for B2B).
Coaching quality: The AI insights generated helped refine advisor performance and ensure higher levels of service consistency, leading to a 30% reduction in TL/QA preparation time for coaching conversations.
Employee training: AI-driven digital learning tools transformed training by offering dynamic and engaging content, improving advisor performance, shortening the learning curve, and achieving >85% quality scores consistently.
By continuing to refine these technologies and AI tools, Nespresso ANZ is setting itself up to meet evolving customer expectations and remain at the forefront of customer experience innovation. As a result, Nespresso ANZ was shortlisted for the CX Awards 2025 for “Best use of technology to revolutionize CX.”
The use of AI technologies has not only improved efficiency and customer satisfaction, but has also paved the way for a more responsive, personalized, and future-ready customer support model for Nespresso.
