From chatbot vendor to broad AI partner for Megaflis

A huge range, and questions by the bucketload

Megaflis is one of Norway's largest retailers of tiles and bathrooms. Customers make many of their decisions online, and that produces one thing by the bucketload: questions. How much levelling compound do I need? Can the tile handle underfloor heating? Is it in stock?

Every question is a customer close to buying. But the volume was high, and much of the team's capacity went to answering the same things over and over. Megaflis wanted to meet customers in the moment, without staffing up in step with traffic.

From intro to launch in weeks

Together we put Saga, Megaflis' own AI assistant, to work directly on megaflis.no. Where a typical chatbot stops at a half answer, Saga is connected to the same systems the customer service team uses. It looks things up, makes changes, and acts on the customer's behalf: answering questions, cancelling and amending orders, and finding the nearest stock, right in the conversation.

Saga was the starting shot. What comes next is about the people behind it: tools that make both the customer service team and store staff faster.

Built to help people, not replace them

Automation isn't just about how much a bot can take off your hands. Just as important: it must never come at the expense of the customer experience — something earlier chatbot solutions often got wrong. Saga is built the other way around: it knows when not to answer on its own.

• Integrated with both live chat and tickets. If the customer types "human", Saga immediately brings in a person. If live chat is unavailable, it files a request with the customer service team instead, complete with the full conversation history, so the customer never has to explain everything again.
• Knows its own limits. If Saga lacks the tool or the information required, it passes the customer on rather than giving a half answer — without the customer having to ask.

Knows what fits, not just what exists

Many of the products Megaflis sells are complex, with a lot of information to take in. Does the tile work in a wet room? Is it slip-resistant enough for the shower floor? Which adhesive goes with the substrate? Online, it's easy to end up unsure of what fits. In the store, you can simply ask a knowledgeable employee. Now you get the same online: Saga understands what you're using it for, and guides you to the right product, along with everything that goes with it.

From one solution to a broader partnership

Saga was the starting shot, but the ambition reaches further. We're now working to support Megaflis on the inside too, with tools that make everyday work easier for employees.

At the same time, Saga is set to become more than someone who answers when asked. A good store employee spots which customers are wondering about something, and takes the initiative. We're building that same experience online: Saga will pick up on when a customer needs help, before they get around to asking.