Overview
Papaya runs more than 60 shoe stores and a growing online shop. Online customers expect an instant reply, and a small team working each channel separately fell behind, worst on evenings and weekends.
They'd already tried AI: Zendesk's built-in agent. Its Hebrew wasn't good enough for their customers, and it didn't have the integrations it needed.
Now we set it up and run it for them, and 50–60% of inquiries close without a human. Customers often can't tell they're talking to AI.
The Challenge
"If you don't reply instantly, they send a question mark. But I have 300 more customers waiting."
Customer service at Papaya was highly manual. Different channels were handled separately, and with a small team in place, response times started to suffer—especially during peak hours in the evenings and weekends.
Customers expected immediate replies. If they didn't get one, they would follow up within minutes, creating constant pressure on the team.
Hiring more agents wasn't a real solution. It meant more cost, more management, and more operational complexity—without guaranteeing better service.
The Solution
"With you, it was fast. You surprised me—let's do it quickly."
Papaya implemented an AI agent designed to handle customer inquiries across channels while maintaining a natural, human-like conversation.
From the beginning, the goal wasn't just automation. It was about preserving the quality of the service while dramatically improving speed and availability.
The implementation was fast and collaborative, allowing the team to go live quickly and iterate in real time.
The AI was trained to handle repetitive questions, guide customers through common scenarios, and escalate only when necessary.
Impact
50–60% of inquiries now close without a human.
A significant portion of inquiries is now resolved automatically, allowing Papaya to handle higher volumes without increasing headcount.
Beyond the numbers, the day-to-day experience for employees improved. The constant load of incoming messages was reduced, and the team gained breathing room.
There was even initial concern that the AI might replace roles.
"People in the service team asked me—when will the bot replace us?"
In reality, it became a support layer—handling what doesn't require a human and allowing the team to focus where they add the most value.
Conclusion
"It's really a revolution… I see it happening more and more."
Papaya didn't just improve response times—it changed how customer service operates.
Customers now receive fast, high-quality answers at any hour, often without realizing they're speaking to AI. At the same time, the internal team works with less pressure and more focus.
Questions about Papaya's results
What share of Papaya's customer inquiries does AI resolve?
Between 50% and 60% of inquiries close without a human, which lets Papaya handle higher volumes without increasing headcount.
Do customers know they are talking to an AI agent?
Papaya tells customers they are speaking to a bot, and many still feel like they are talking to a real person because the conversations are natural, helpful, and detailed.
Did the AI agent replace Papaya's service team?
No. It became a support layer that handles what does not need a human, while the team focuses on the conversations that need judgment and care.