AI Agents handle 98% of all customer questions
MBOwebshop.nl scales customer service with Watermelon
MBOwebshop.nl, a supplier of learning materials for vocational education (MBO), processes tens of thousands of student questions every year. With Watermelon’s AI Agents, 98% of all conversations are now handled automatically. This allows students to receive instant answers while the service team maintains control and the organization can continue growing without adding extra staff.
The challenge
MBOwebshop.nl supplies learning materials to vocational education institutions across the Netherlands. Within seven years the company grew from zero to twenty institutions, and in 2023 another thirty institutions were added within just three months after a major market player stopped operating.
This growth caused a surge in student questions. Many questions were repetitive and related to books, licenses, and deliveries. During peak periods such as August, the pressure on the service team increased significantly. Hiring additional staff was not a sustainable solution due to the highly seasonal nature of demand.
The solution
MBOwebshop.nl implemented Watermelon’s AI Agents to automatically answer a large share of incoming questions. The AI Agents operate on both the website and WhatsApp — the communication channel students use most frequently.
Using features such as the Web Crawler and Document Scraper, the AI Agent always has access to up-to-date information about books, licenses, deliveries, and frequently asked questions. This enables students to receive instant answers, while more complex issues are automatically routed to a service employee.
Pascal Timmermans, Director Customer & Innovation at MBOwebshop.nl, explains: 'Watermelon’s AI Agents ensure students receive immediate answers. At the same time, our team has more time to focus on the questions that truly require human attention.'
“Watermelon’s AI Agents ensure students receive immediate answers. At the same time, our team has more time to focus on the questions that truly require human attention.“
The results
With Watermelon’s AI Agents, MBOwebshop.nl now processes 93,000 conversations per year, averaging 7,783 per month. An impressive 98% of these conversations are handled entirely automatically.
This means that out of thousands of monthly questions, only around 155 conversations reach a human employee. Even during peak periods the service remains stable. In August 2025, for example, the company processed 45,000 conversations, with the vast majority resolved automatically.
For students this means instant answers and reliable service. For the service team it means more focus and less pressure. For the organization it means scalability without increasing staffing costs.
93,000
conversations per year
98%
automatically handled
45,000
conversations in peak month
Watermelon as a partner
Watermelon enables MBOwebshop.nl to scale its customer service without depending on additional staff. With continuous product updates, transparent data agreements, and strong security, the solution remains reliable and future-proof.
For MBOwebshop.nl, the AI Agents have become an essential part of the daily operation. They ensure students always receive fast support while the team can focus on the questions that require personal attention.
Pascal summarizes: 'With Watermelon we found a partner that helps us grow while keeping our customer service strong and reliable.'