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How it works:
Furlenco, India’s leading furniture rental platform, introduced FurBot, an AI-powered chatbot on WhatsApp, to provide instant and seamless customer support. From tracking deliveries and scheduling pickups to resolving issues and answering FAQs, FurBot automates the entire customer service journey. Available 24/7, it offers users a fast and easy alternative to email or call-based support—directly within the WhatsApp interface they already use daily.
Customers can initiate a chat with FurBot via a simple “Hi” message or a link from the website, invoices, or email. The bot intelligently identifies user intent, fetches order details, and provides real-time assistance without human intervention. For more complex scenarios, it seamlessly escalates to a live agent with full context. This hybrid approach has helped Furlenco significantly reduce resolution time while enhancing the overall customer experience.
Our challange:
Furlenco’s customer support team was overwhelmed by routine queries—such as delivery tracking, plan upgrades, and pickup scheduling. With rising order volumes and the expectation of faster responses, the existing manual system led to long wait times and inconsistent service quality. Furlenco needed a scalable, automated solution that could provide timely support and reduce pressure on human agents without compromising user experience.
What types of queries does FurBot handle ?
FurBot handles a variety of routine support queries like delivery tracking, subscription renewals, damage reporting, product swaps, and plan upgrades. It resolves most of these in real-time, reducing the need to contact a human agent.
How do customers interact with FurBot ?
Customers simply send a message on WhatsApp. FurBot quickly verifies their identity using the registered number and fetches their order history, allowing it to offer personalized responses and actionable options instantly.
Does FurBot support multilingual communication ?
Yes, FurBot is designed to support regional languages, making it accessible to a wider user base across India. This inclusivity boosts engagement and ensures smoother conversations for non-English-speaking customers.
What happens if FurBot can’t resolve a query ?
If the bot detects confusion, urgency, or a complex issue, it immediately routes the customer to a human support agent. The agent receives the full conversation history, ensuring no need for repetition and quicker resolution.
Is FurBot active only after delivery, or during ordering too ?
FurBot is active throughout the customer journey. From pre-order questions to post-delivery support, it assists users at every stage—offering help with product selection, plan changes, and even subscription extensions.
How has FurBot impacted Furlenco’s operations ?
FurBot has automated nearly 70% of incoming queries, drastically reducing ticket backlogs and freeing up human agents to handle high-priority cases. This efficiency translates into better support KPIs and higher customer satisfaction.
Achievement:
By deploying FurBot, Furlenco saw a 65% reduction in average query resolution time and a 50% decrease in support-related tickets. FurBot not only handled repetitive queries but also enhanced the support experience with faster responses and personalized interactions. The WhatsApp-first strategy made customer service feel instant, friendly, and human—even when automated. This transformation helped Furlenco scale its operations without scaling its support team, resulting in improved CSAT scores, increased customer retention, and stronger brand loyalty.