by 71 AI agents that resolve complaints, WISMO questions, and complex requests directly in 72 languages.
thanks to smart Delivery Agents that process order data in real time and provide direct status updates, 24/7.
due to faster and better service via chat, making phone support less necessary for customers.
About YourSurprise
YourSurprise is one of Europe’s largest providers of personalized gifts. From its headquarters in Zierikzee, the company delivers unique gifts to customers in 28 countries.
Every order is different. From photo mugs to luxury wine boxes with engraving. With thousands of gift variations and countless personalization options, the bar for customer service is high, especially during peak periods such as Christmas.
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YourSurprise was looking for a way to help customers faster and more consistently, without having to scale up massively during moments such as Mother’s Day, Father’s Day, Valentine’s Day, and Christmas.
The existing flow-based chatbot provided support, but could not properly handle the complexity of the assortment and the variety of customer questions. That is why YourSurprise worked with CM.com to build a new AI landscape in HALO.
Today, 71 AI agents automatically handle around 60 to 70% of customer questions via chat every day. This results in fewer phone calls, faster resolution times, and more room for the service team to focus on personal customer interactions.
YourSurprise has been working with Mobile Service Cloud for years, later expanded with Conversational AI Cloud to automate first-line customer questions. While this captured part of the volume, it was not always ideal. Conversations had to follow fixed flows. With thousands of unique gift combinations and highly personal questions, that rigid approach did not scale.
During peak periods, pressure increased quickly. The team had to scale from 8.5 to more than 20 FTE, including temporary staff who needed onboarding and guidance.
“The old setup took us far, but with the growth in volume, languages, and personalization, we started to hit its limits. We wanted more than just handling questions. We wanted to truly help customers, in their own language, at their own moment, without overloading our team.”
Anne-Louise, Conversation Designer
With the introduction of HALO, YourSurprise chose a fundamentally different approach. No more rigid flows, but modular AI agents that work together as a network.
71 AI-agents, ranging from delivery complaints to gift finding
35 slimme tools, including photo comparison and order data integrations
Spreekt 72 talen, including Greek, Hebrew, and Polish
The Delivery Agent fully handles 91% of all delivery-related questions automatically. Based on customer input, HALO finds the correct order and retrieves real-time delivery information. This gives customers a clear and reliable answer instantly, without involvement from the customer service team.
Analyzes live delivery statuses and carrier data
Provides real-time updates on delays and delivery times
Prevents unnecessary escalations and follow-up tickets
Reduces pressure on the customer service team during peak periods
The Photo Compare Agent automatically compares the photo uploaded by the customer with the original design stored in the system. By distinguishing between design errors and production errors, the chatbot can respond with the right context. Customers receive the correct compensation or solution immediately.
Compares customer photos with original designs
Detects deviations in positioning, cropping, and quality
Supports agents in faster decision-making
Reduces error sensitivity in a visually intensive process
In addition to the Delivery and Photo Compare Agents, a range of specialized AI agents supports the entire customer journey. From finding the right gift to automatically handling discount questions and safeguarding last-minute changes by temporarily holding orders. Together, they ensure fast, consistent responses and reduce manual work for the customer service team.
The results speak for themselves.
During peak periods, the team needs to scale up far less. Customers receive faster and more consistent answers.
A Shift In Mindset
The introduction of AI also required a change from the team. Not everyone was convinced at first. That is why YourSurprise started with internal workshops focused on AI, concrete use cases, and practical benefits.
Gradually, attitudes changed. Colleagues began contributing ideas and came up with new agent concepts themselves.
It stopped being a separate project and became a way of working that is now widely adopted across the team.
YourSurprise’s AI ambitions go beyond customer service. Areas currently being explored include:
AI support for gift design, including texts, photos, and layouts
Smarter support within email and service workflows
Suggested replies and tone-of-voice control in Service Cloud
Anne-Louise:
“Soon HALO will not only help customers with their order, but also with their design. At that point, AI will no longer be just about service, but also about sales.”
Anne-Louise: “You only really learn once you start using it. That is when you see what is missing and can build what truly works.”
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