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Night Shift Advisor

General Overview

August 22, 2025

How an AI agent increases the engagement of late-evening visitors by 43% and generates +21% booked appointments or orders.

Challenge

Müller Marine AG noticed that a substantial portion of website traffic occurred outside regular office hours—between 6 pm and 8 am. Unfortunately, responses to these visitors were delayed until the next business day. This lack of a timely first response (within 60 seconds) often resulted in lost opportunities for contact, bookings, or orders.

Action

To tackle this gap, the company deployed an AI-powered “Night Shift Advisor”—a virtual assistant operating between 6 pm and 8 am. The AI agent handles:

• product-related questions (e.g., compatibility, delivery times, service options),

• order guidance,

• booking conversations for the next day with calendar sync,

• via both text and voice input (“type or speak”),

• fully GDPR-compliant, with logging and seamless handover to the sales team.

This ensures visitors receive a useful response within 60 seconds, without needing additional human staff.

Result

The experienced results were not expected by the management:

• Significantly higher engagement of late-evening visitors by 43%

• First-reaction time consistently under 60 seconds—key to keeping visitors in the purchasing or inquiry process.

• A marked increase in contact inquiries during off-hours.

• A substantial proportion of these interactions resulted in +21% booked appointments or orders.

• Sales team benefited from complete transcripts and could follow up effectively the next business day.

Perspective

For the next improvements the project team set a list of additional requirements:

• Expand the AI agent to multilingual capabilities for broader audience reach.

• Integrate with CRM to enable personalized communication and automated follow-ups.

• Enhance personalization using user profiles and AI-driven insights—e.g., based on interaction history or preferences.

• In the long term, deploy the AI assistant during daytime peak hours to support live agents and relieve pressure.

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