Nordic marketplace handling thousands of customer cases weekly, using AI agents to transform customer support operations across CDON and Fyndiq.
The Challenge
CDON and Fyndiq want to use AI in their customer support across their high-volume marketplaces handling thousands of customer cases every week. A significant share of the workload requires coordination between customers, merchants, and logistics partners. The challenge is to increase speed, accuracy, and consistency in customer service and claims handling without growing operational costs or support staffing.
Our Solution
We partnered with the CDON team to deploy AI agents that handle a high volume of everyday customer support inquiries. Two agents (Bosse for CDON and Emil for Fyndiq) manages routine questions coming in through email and contact forms, gathering the necessary details and resolving issues directly when possible. Using our Gladiator methodology, we integrated these agents with both CDON and Fyndiq's systems, enabling them to automate repetitive service tasks while escalating complex or sensitive matters to human teams. The result is increased support capacity, reduced manual effort, and faster, more consistent customer experiences across the marketplace.
Key Results
“Algorithma have helped us take clear, practical steps toward an AI-driven customer experience. We started with support for everyday inquiries, and are already expanding into handling claims and repayments. The collaboration is fast, hands-on, and focused on solving real problems for our customers and teams. It feels easy to work with them, and the progress has been both tangible and immediate.”
Technologies & Methods
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