Scandinavian home improvement retailer transforming customer service with AI agents that handle email, chat, and phone inquiries while expanding into conversational ecommerce.

The Challenge

Byggmax wants real AI outcomes, fast. One of the first focus areas has been customer service, where they introduced AI agents as part of the team. The initial goal was to handle straightforward inquiries and free human colleagues for higher value work. With early results in place, Byggmax is now expanding its AI transformation to more processes and functions across the business.

Our Solution

Using our jointly developed Gladiator methodology, a fast and collaborative delivery approach, Byggmax launched working AI agents in a matter of weeks. The first AI teammate, AI-Anders, started with managing email inquiries, then expanded into chat, and now also answers customer phone calls. In tight collaboration, we have also built a conversational ecommerce solution, Chat-N-Shop, together with several additional agents that improve customer interactions and streamline operational workflows. These digital colleagues handle high volume and repetitive tasks, hand over complex cases to human staff, and work within clear role definitions supported by ongoing feedback loops to continuously improve. Algorithma also supports Byggmax with in-store agents, quotation agents, insight agents, and OpenAI Enterprise setup and management.

Key Results

Technologies & Methods