by AI colleague Lucie who resolves orders, returns, and complaints directly across all channels.
using real-time order and delivery data that provides instant status updates without human involvement, 24/7.
thanks to intelligent agents that guide customers seamlessly from registration through refund confirmation.
About Lucardi
Lucardi is the largest jewelry chain in the Netherlands, with over 100 stores across the Netherlands, Belgium and Germany. Customers shop both in store and online for jewelry, watches and gifts. Especially during peak periods like Christmas, expectations for fast and reliable customer service are high.
Story snapshot
As Lucardi’s online sales grew, so did the number of customer service questions. A large share of these enquiries turned out to be repetitive and data-driven: Where is my order? Has my return been received? When will I get my refund?
Scaling the customer service team endlessly wasn’t sustainable. At the same time, Lucardi wanted to keep service personal and make sure agents had enough time for complex cases that require empathy and judgement.
By introducing an AI colleague named Lucie, Lucardi now automates key customer journeys across channels, with 79% of customer chats handled entirely by Lucie, while human agents focus on high-value conversations.
During peak moments, Lucardi’s customer service team was overwhelmed by incoming questions about orders and returns. Even with temporary staff added during busy periods, handling the volume remained a challenge.
Lucardi initially experimented with a standalone AI chatbot to relieve some pressure. While it handled basic questions, the limitations quickly became clear. There was little control over the answers, no integration with existing systems, and conversations were lost whenever a human agent had to take over.
We didn’t just want a chatbot on the side. We wanted an AI colleague we can understand and train ourselves, that fits into our systems and really supports both our customers and our team.”
Elles, Manager Jewelry Services & Customer Service
Lucardi has been using Mobile Service Cloud as the foundation of its customer service operations for years. With the introduction of HALO, they expanded this setup into a multi-agent AI model, fully integrated within their existing service environment. Instead of one generic chatbot, multiple AI agents now collaborate as one connected service layer, focused on journeys such as orders, returns, complaints and agent support, while sharing the same data and handover logic inside Mobile Service Cloud.
Native integration in Mobile Service Cloud, connecting directly to Lucardi’s existing systems
Seamless handover with AI-generated summaries, giving agents full context instantly
Available in 72 languages, including German, supporting Lucardi’s international operations
The Order Status Agent (WISMO) automatically resolves 91% of all order-related triggers without human involvement. Based on customer input, HALO retrieves the correct order details and checks real-time shipment information to provide a clear and reliable answer instantly.
Retrieves order data directly from the order management system
Checks live shipment and delivery tracking information
Combines multiple data sources for accurate, up-to-date responses
Only escalates exceptions, passing full context to agents
The Returns Agent automatically resolves 95%+ of return-related triggers, guiding customers through the return process without human involvement. Based on customer input, HALO verifies return registration, checks return and shipment status and clarifies refund timelines in real time.
Confirms whether a return is registered in Lucardi’s systems
Checks return portal and live shipment tracking
Provides clear guidance on refund expectations and next steps
Escalates only when manual review is required
Lucie doesn’t replace human agents; she supports them. Simple questions are resolved automatically, so only cases that require judgement or empathy are handed over. When escalation is needed, Lucie transfers the full conversation history and context, allowing agents to continue seamlessly.
Resolves routine questions before they reach customer service
Transfers the complete conversation and customer context when needed
Provides AI-generated summaries and suggested replies
Enables the same team to handle more complex cases with better, more focused advice
The results speak for themselves.
During peak periods, including the holiday season, Lucie absorbs a large share of incoming volume. For the first time, traditionally high-pressure moments became truly manageable. The team needed far less additional scaling, while customers received faster and more consistent answers and agents could focus on complex cases.
From experiment to Ownership
Adopting AI requires a shift in mindset. Instead of seeing it as complex or technical, the team quickly discovered how accessible and hands-on the setup was.
Because the AI agents could be configured, tested and improved internally, the team gained confidence fast. What started as something new and unfamiliar evolved into ownership, turning AI into a natural part of daily operations.
With a solid foundation in place, Lucardi continues to expand its AI roadmap. Areas currently being explored include:
AI assistance direct in Mobile Service Cloud for live agents
Instore assistants to support shop staff on the floor
Voice automation for simple inbound calls
Measuring customer satisfaction for AI- and agent-handled conversations
“Lucie started to handle peak volumes, but she’s now part of how we work every day. The more we see what AI can do, the more ideas we get for where it can help our customers and our team even further.”
Elles, Manager Jewelry Services & Customer Service
Elles: "Just be enthusiastic and get started. You really learn how it works and what the consequences are. It's not a black box. You really see what you're doing, you see the results, and you see where those results come from."
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