This case study looks at how an AI assistant for online grocery support helps eBag improve customer communication during every stage of the shopping cycle.
eBag is one of Bulgaria’s most trusted online grocery platforms, known for fresh produce, precise delivery slots and consistently reliable fulfilment. With its rapid growth in Sofia and other cities, the company needed a way to answer recurring questions faster and keep customer expectations aligned with real-time availability and delivery rules.
Baggy quickly became a stable part of the shopping experience. It handles high message volumes, supports returning users and provides reliable explanations that reflect current delivery rules and stock changes. More complex product complaints still go to human agents, but routine questions are resolved instantly.
In a recent one-month snapshot, Baggy managed over 90,000 messages and more than 4,300 conversations, with users completing long multi-turn exchanges that show strong engagement and trust. With 99.48 percent accuracy, the assistant covers a wide range of natural questions while directing only a small number of exceptions to support agents.
Baggy quickly became part of eBag’s daily work by handling high-volume questions with speed and accuracy. Customers get clear guidance on delivery zones, fees, slots and availability changes, while the support team deals with fewer repetitive requests. The assistant keeps service steady during busy periods and helps shoppers move through their orders with more confidence.
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“We were impressed by the overall approach of the team, their attention to detail and their ongoing efforts to gain in-depth understanding of our business processes.
Automating this process not only helped us become more efficient, but also freed up sufficient time that could now be dedicated to expanding our business. We believe this innovation will take us one step ahead of the competition.”
