Auchan improves its SLA response time by 40% with DRUID Conversational AI

DRUID helped Auchan, a prominent retailer in CEE and a global industry leader, harness the power of conversational AI to revolutionize the efficiency of its operations and empower employees to achieve greater productivity.

Transforming the retail industry to meet future challenges

In the ever-changing landscape of the retail industry, market conditions have become increasingly challenging in recent months. The record-high inflation levels across Europe since fall 2022, coupled with stagnant wage growth, have had a significant impact on consumers' disposable income.

As a result, retailers find themselves under immense pressure, facing the dual challenge of adapting to changing customer behaviour and meeting their evolving expectations. Establishing and maintaining strong consumer relationships has thus become paramount, even as capturing and retaining their attention and loyalty has become more difficult than ever. In response to these formidable obstacles, retailers are turning to technology as a means to embrace customer-centric approaches.

Particularly, they seek to anticipate and fulfil consumer desires before they are even voiced while optimizing operations to deliver the best possible experience both externally and internally. 

The Challenge

In recent years, the global economy has faced a myriad of challenges, marked by a widespread deceleration in growth driven by historic-level inflation, stringent monetary policies, and pervasive global uncertainties. This has driven many companies, including major retailers like Auchan, to reevaluate their strategies and focus on internal cost optimization and operational streamlining. The retail sector has grappled with significant price increases and consumer anxiety, compelling industry players to navigate a complex operational environment to ensure competitiveness and profitability. 

As consumers began to trade down to lower-cost options, retailers faced mounting cost pressures from suppliers, necessitating proactive measures to alleviate the strain. Recognizing that external factors were beyond its control, Auchan realized that the key to resilience lay in optimizing internal operations, enhancing collaboration, and refining information acquisition and utilization processes among its staff.

  • Main goals

  • Key wins

  • Testimonial

Boost your Business operations' support with Conversational AI

Establishing and maintaining strong consumer relationships has become paramount. Capturing and retaining their attention and loyalty has become more difficult than ever. In response to these obstacles, retailers are turning to technology as a means to embrace customer-centric approaches.

  • Reduce internal response times through the automation of technical support services.
  • Improve customer experience across all channels.
  • Augment collaboration and operational efficiency.
  • Streamline logistics processes and improve order fulfilment accuracy and efficiency.

Harness the power of Conversational AI to empower employees to achieve greater productivity

Felix, DRUID's virtual assistant unveiled a 40% improvement in SLA response times, successfully resolved 6,000 tickets over 12 months and brought over € 120,000 from retaining customers.

Key wins for Auchan:

  • Improved operational efficiency, with FELIX acting as a centralized hub for staff support and information.
  • Enhanced user satisfaction, with tremendous increases in SLA response times and over 500 tickets handled successfully per month.

"The implementation of DRUID AI's solution at Auchan has brought about a revolutionary transformation for our organization. This cutting-edge technology has had a profound impact on our day-to-day operations, empowering us to optimize our workflows, leverage data insights, and boost productivity.

The results and advantages derived from this incorporation have far surpassed our initial expectations, particularly as perceived by our employees. The virtual assistant has effortlessly enhanced their processes, providing a smooth and convenient experience, available at any time of the day. We take immense pride in establishing a new standard for streamlined operations within the retail sector."

Alexandru Chiriac,
Digital and Automation Director,
Auchan Romania


The Solution

Auchan has always prioritized the customer experience, but in an era defined by digitally savvy, well-informed, and price-sensitive customers, the path to consumer-centricity needs more technology support. In collaboration with DRUID specialists and their advanced technology platform, Auchan thus developed and deployed Felix, an intelligent virtual assistant that leverages the power of conversational AI to redefine the retail experience across various fronts.

First and foremost, Felix represents a comprehensive technology support tool, serving as a centralized hub for all the needs and inputs of Auchan's staff. From streamlining workflows and accessing information to optimizing inventory management and providing IT support, Felix has effectively unleashed the full potential of the retailer's internal technology ecosystem. It now serves as the primary point of contact for any ticket raised by an employee, regardless of its content or location.

Moreover, Felix plays a crucial role in enhancing engagement with external partners. Leveraging advanced AI capabilities, the virtual assistant enables automated communication and seamless data exchange, fostering collaboration and driving operational efficiency.



As the economic environment remains uncertain and customer pressures mount, retailers are bound to encounter a myriad of new challenges. To thrive in this evolving business landscape, retailers must prioritize customer loyalty and deliver exceptional purchasing experiences.

This entails finding a way to seamlessly blend the best aspects of the offline and online worlds, offering both tangible experiences and convenience. The adoption of conversational AI emerges as the solution to overcome these challenges, enabling retailers to provide round-the-clock customer service, leverage consumer data for actionable insights, and engage customers with interactive content.

By embracing conversational AI, retailers can create personalized experiences that resonate with customers, making 2023 the year where conversational AI becomes an essential tool for retail enterprises, empowering them to elevate efficiency and performance in an ever-evolving market. 



Boost your team's productivity. See how the Retail industry can benefit from conversational AI!


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