Case Study: Lulu Hypermarket cuts customer wait times 85% and engages 3M+ users with Yellow.ai
Key results
The challenge
Lulu Hypermarket, a large retail and omnichannel commerce operator, needed to handle high-volume customer support and engagement while reducing repetitive tickets. The retailer wanted to meet customers on their preferred messaging apps and accelerate response times across touchpoints.
The solution
Yellow.ai deployed a WhatsApp-first AI agent integrated with Lulu's commerce and CRM systems, supporting order tracking, digital receipts, loyalty access, conversational commerce and smart deflection of high-volume queries to support teams with full context.
The results, in context
Lulu Hypermarket engaged more than 3 million users within weeks of launch and cut customer wait times by 85%. Automating high-frequency journeys such as tracking and receipts reduced the load on manual support teams while improving loyalty-program participation.