How Helan Handles Customer Inquiries More Effectively with an AI Chatbot
Digital customer expectations continue to rise. People want to be assisted quickly and accurately, preferably without any wait times. This was a major challenge for Helan. That’s why Helan, together with Alistar and Mutual IT, opted for an AI-driven chatbot that can handle a large portion of customer inquiries autonomously, without compromising on quality or trust.
How Helan Handles Customer Inquiries More Effectively with an AI Chatbot
Customer expectations have changed quietly but significantly in recent years. Anyone with a question today doesn’t want to wait. No waiting in line, no being transferred—just a clear answer right away.
That pressure was also felt at Helan. The number of inquiries continued to rise, while at the same time, customers wanted to be served more quickly. The challenge? Handling that growth without compromising on quality or personal service.
From Overload to Focus
Instead of simply hiring more people, Helan opted for a different strategy: using technology wherever possible and people where it really matters.
The idea was simple but powerful: to automatically answer frequently asked questions so that employees could focus on more complex cases where empathy and expertise make all the difference. That’s how the plan for an AI-powered chatbot that serves as the first point of contact came about.
A digital assistant that truly understands
The chatbot was built using Microsoft Copilot Studio, a platform that allows AI agents to be built visually and flexibly. But technology alone isn't enough. The quality of the responses depends on the knowledge behind them.
That is why the chatbot was fed:
- the entire content of the Helan website
- Additional PDF documents for more complex or legal topics
The result? A digital assistant that doesn't guess, but provides answers based on reliable and verified information.
From Expectation to Reality
At the start of the proof of concept, Helan deliberately kept expectations realistic. If the chatbot could answer half of the questions correctly, that would already be a success. The reality far exceeded those expectations.
The chatbot was able to correctly handle 80 to 90% of the questions right away. Today, it processes thousands of interactions per day and actively supports customer service.
Customer satisfaction is also on the rise. With a score of about 3.5 out of 5, a strong foundation has been laid, which is being further improved through continuous optimization.
Built for Growth
What works today needs to work even better tomorrow. That's why the chatbot was designed with the future in mind from the very beginning.
Multilingual support is a good example of this. The technology is already in place, and soon customers will be able to receive assistance in Dutch, French, and English. In this way, the solution evolves alongside the needs of both the organization and its customers.
An inspiring real-life story
The Helan case study shows how AI can already deliver tangible value today—not as a replacement for people, but as a way to strengthen teams. By intelligently handling repetitive questions, it frees up time for what really matters: high-quality, human interaction where it’s needed.
Wondering what this could mean for your organization?
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