How KwikFit automates 6,000 conversations monthly
Fewer repetitive questions, more time for customers who really need help.
KwikFit wanted to help customers faster without increasing the workload on its customer service team. With Watermelon’s AI Agent, thousands of customer questions are handled automatically, giving employees more time for personal contact and complex customer inquiries.
Why KwikFit chose AI
For years, KwikFit has seen its online customer traffic continue to grow. More and more customers book appointments through the webshop, research maintenance online or look up information about tyres and repairs. Where customers once picked up the phone, they now expect instant answers at any time of day.
For the customer service team, this meant a clear shift. The number of digital inquiries kept increasing, while pressure on the department rose significantly during peak periods such as the winter tyre season and Black Friday. At the same time, KwikFit wanted to maintain what it has always been known for: helping customers quickly while keeping service personal.
With Watermelon’s AI Agent, KwikFit now automates thousands of conversations every month. Customers receive instant answers to frequently asked questions, while employees have more time for situations where personal contact truly makes the difference.
An AI solution that truly fit
Before choosing Watermelon, KwikFit thoroughly explored the AI market. While nearly every provider made similar promises, KwikFit was looking for a solution that was easy to manage, quick to implement and capable of delivering high-quality answers. Many international platforms were primarily built for large enterprise organisations and did not match the day-to-day needs of KwikFit’s customer service team.
There was also one important question: would an AI Agent really understand KwikFit’s specific processes? Many AI solutions perform well with standard questions, but struggle when processes become more specific.
That uncertainty disappeared during the first demonstration. Watermelon not only showed that the software delivered on its promises, but the personal approach also inspired confidence. For KwikFit, that was just as important as the technology itself.
From demo to live in two weeks
While implementing new software often takes months, KwikFit’s AI Agent was live within just two weeks. Together with a colleague, Dennis configured the agent, tested different scenarios and optimised the responses before going live.
The AI Agent has remained active from day one. Improvements were made over time, but there was never a reason to take it offline. That immediately confirmed for KwikFit that they had made the right choice.
72,000
conversations per year
25%
fewer emails
30%
fewer phone calls
Much more than a chatbot
Initially, KwikFit expected the AI Agent to take over simple, repetitive questions. In practice, it proved to be far more versatile. Today, the AI Agent handles between 5,000 and 6,000 conversations every month, helping customers not only with standard questions but also with choosing the right maintenance or tyres.
This also changed the work of the customer service team. Employees spend far less time answering the same questions every day and can focus on customers with more complex situations. According to Dennis, this has not only made the work more efficient, but also more enjoyable, because employees now have more time for conversations where they can truly make a difference.
More time for the customers who need it most
The impact is clearly visible. Since introducing the AI Agent, KwikFit has seen 20 to 25% fewer incoming emails and 25 to 30% fewer phone calls to its head office. During the busy winter season, that reduction rises to as much as 35%. Despite a growing number of customer inquiries, KwikFit has not needed to expand its customer service team over the past eighteen months.
According to Dennis, the biggest benefit is not just the savings, but the extra time created for personal service. Employees spend less time on repetitive questions and can focus entirely on customers with complex or exceptional situations. Those are the moments where great service truly makes the difference.
“We now have the time to truly help customers. Instead of constantly putting out fires, we can prevent them from happening in the first place.“
AI as a permanent part of customer service
For KwikFit, the AI Agent has become a permanent part of customer service. The next step is a deeper integration with the My KwikFit environment, allowing customers to manage appointments directly through chat. Dennis also sees significant potential for AI in voice support.
At the same time, he believes employees will always remain essential. AI is not a replacement for people, but a way to support them so they have more time for the conversations where personal service truly matters.