How Flokk Frees Up Customer Service with AI
Flokk is Europe’s leading manufacturer of sustainable office furniture and owns well-known brands such as HÅG, RH, and Giroflex. With over 1900 employees and a flexible production model, Flokk offers large-scale, customized solutions with a focus on quality, design, and sustainability.
Challenge
Flokk receives most orders from dealers via email. While convenient, these orders often arrived with missing or unclear details — like incomplete product descriptions or fabric choices. This led to repeated clarifications, slower processing, and hours of manual work for the Customer Service team.
Solution
Together with Flokk, we introduced an AI-powered agent that integrates with their e-commerce, ERP, and CRM systems. The agent automatically reviews incoming orders, validates complete ones, and sends tailored clarification requests when details are missing. Built on OpenAI models and a low-code automation platform, it streamlined what was once a repetitive, manual task.
The agent automatically reviews incoming orders, approves those that are complete, and sends tailored clarification requests when details are missing.
Results
By automating routine checks, Flokk improved efficiency, boosted data accuracy, and gave dealers and customers a smoother experience.
This project is fully aligned with Flokk’s goal of digitalization and represents a major step towards providing better service to our customers
Oscar Svahn
Head of AI Acceleration
