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.
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.
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.
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.