Auchan Retail implements an intelligent virtual assistant developed by DRUID to automate its technical support service

Felix, Auchan Retail Romania's virtual assistant, developed on the DRUID platform, helps increase efficiency and automate IT helpdesk processes.

DRUID, a market leader in conversational AI solutions, has developed for Auchan Retail an AI virtual assistant to help streamline operational processes by reducing time spent on support and IT helpdesk activities

Developed by DRUID AI, the end-to-end platform for building AI-driven conversational business applications, Felix, the virtual assistant, is the solution identified by Auchan Retail Romania to increase efficiency and automate IT helpdesk processes. 

Felix, the virtual assistant, was created to assist Auchan Retail employees in three areas: business, technical, and e-commerce support. Felix has opened over 1,600 tickets with a success rate of over 98% in the six months since it was first implemented. The majority of requests were for e-commerce assistance.

The virtual assistant's user interface is simple and intuitive, as Felix is accessible through a Google Chat conversation. Auchan employees can contact Felix by simply selecting the virtual assistant from their contact list and saying hello. Following that, they can use the chat to describe the situation for which they require assistance. Employees of Auchan can later send Felix specific data about the situation encountered in any of the available scenarios. Six months after implementing this solution, the results are encouraging, with improvements in both team and business performance.

Situations in stores are identified faster and managed more efficiently by those in charge by interacting with Felix directly from the mobile phone. As a result, the time between identifying a problem and reporting it is reduced to a bare minimum.

"We are honoured by Auchan's decision to adopt DRUID technology, especially as Auchan is such a household name in Romanian retail. Felix, a unique conversational solution for Romania, was developed in response to the need to streamline operational processes by reducing time spent on support and IT helpdesk activities. Auchan Retail Romania employees have dependable help in the form of Felix, who provides them with quick and useful answers. We are confident that the intelligent virtual assistant will quickly become the employees' trusted partner", Andreea Plesea, Co-founder and Chief Customer Success Officer at DRUID, said.

"We are extremely pleased with Felix, our virtual colleague, who was quickly integrated into the team. The results obtained in the first months of operation demonstrate the efficacy of this solution and encourage us to develop it further, with plans in place to incorporate support for other departments as well", Alexandru Chiriac, Auchan Retail Romania's Responsible for Digitization and Automation, observed.

The company's internal workflow will become more efficient with the help of the chatbot Felix, resulting in a more pleasant experience for both employees and customers of the retailer. In the future, Felix will also include support for resolving situations on the cash register line, facilitating discussions with the IT department and external partners and logistics support for verifying delivery parameters.

About Auchan
Auchan Romania has 327 stores in its portfolio, including 33 hypermarkets, 7 supermarkets and 287 ultra-proximity MyAuchan stores, of which over 270 are in Petrom stations, as well as the online store With a turnover with taxes in 2021 of over 1.2 billion Euros, Auchan offers residents of the cities where its stores are present a modern, quality trade with the widest range of products and a responsible discount concept, with all the low prices every day. Auchan is a certified Customers' Friend and has received the Customers' Friend - Superior Excellence certification.

DRUID ( is an end-to-end platform for building, deploying and scaling AI-driven conversational business applications, designed to deliver next-level employee productivity and the total customer experience in the most intuitive way. Acting as s a front layer to all digital operations, DRUID unifies and enhances the existing technology landscape while mitigating app fatigue (learning and adapting to new systems). In addition, DRUID intelligent virtual assistants enable fast, personalized, omnichannel, and hyper-automated interactions while speaking each organization's language via open integrations with any existing enterprise systems and RPA technologies. Starting with 2018, DRUID actively builds on its vision to provide each employee with an intelligent virtual assistant, establishing an extensive 160+ partner network and servicing 175+ clients worldwide.

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