About HelloFresh
HelloFresh is a leading global recipe and meal box delivery service. Fresh ingredients and never frozen, fully prepared meals are delivered directly to customers’ doorsteps ready to cook, eat and enjoy.
When the team at HelloFresh wanted to launch a virtual assistant to support their customers back in 2020, a working partnership with The CAI Company began.
Whilst the concept for customers is simple, the HelloFresh business is complex and deals with perishable food and delivery related queries daily. They wanted to
- Improve customer experience with 24/7 support
- Increase self-service in customer care
- Reduce cost to serve
The decision was made to launch a web-based Virtual Assistant to handle customer questions.
Yamini Tailor, Associate Director, CX Automation and Technology at HelloFresh, shares the HelloFresh customer story, with insights and perspective on the virtual assistant project with The CAI Company.
Chatbot pilot to fully-fledged integrated virtual assistant
The CAI Company was brought in to pilot a chatbot for HelloFresh North America. That success led them to then plan, design, and launch not just an FAQ bot, but an integrated virtual assistant that could solve issues and hand over to humans when needed.
Over time The CAI Company supported HelloFresh to:
- Use data to guide new features and improve KPIs
- Help roll out to more brands and channels
- Find creative ways to integrate with tricky back-end systems
- Gain insight into customer trends, helping improve CX and retention
What have been the tangible benefits of the virtual assistants to HelloFresh?
- 5M bot conversations a year across 4 US brands
- 24/7 automated, integrated, and personalised support
- Virtual Assistant CSAT score: 92%
- First Contact Resolution of 70%
- Only 32% of conversations require a human handover
All this was achieved through focused, data-driven roadmap decisions – every new feature was tied to a real business impact.
How does Chatpulse benefit HelloFresh?
Existing BI tools reported well on set KPIs, but didn’t give all the detail that was needed: they couldn’t connect the dots from big trends down to single conversations.
With Chatpulse:
- Even non-tech team members could surface insights fast
- We spotted faults and cost-saving opportunities our old tools missed
- Example: Chatpulse highlighted an automation change that saved ~$500k a year. It gave us the clarity and confidence to act quickly.
Why did HelloFresh decide to work with The CAI Company?
- They live and breathe Conversational AI
- The business isn’t tied to any one platform or technology
- The team understood our business and processes quickly
- They demonstrated good experience of the food delivery sector
- They deliver fast, so we could get a swift return on investment
“It’s a rare mix of skills and knowledge – they were the right partner for us” said Yamini Tailor, Associate Director, CX Automation and Technology at HelloFresh, adding that the best thing about working with The CAI Company is “The people. Their expertise. They really do know Conversational AI inside out. The CAI Company feels like part of our team. They’re responsive, transparent, and focused on HelloFresh goals. They also helped us hire, train, and scale our own team, guiding us as the business grew.
“Having worked with The CAI Company for over five years, they have evolved from a service provider into a true virtual extension of our internal team. Their contribution to our AI Chatbot project in the US has been invaluable. Unlike vendors who simply execute tasks, they take the genuine time and care to deeply understand our complex business requirements.
“They don’t just deliver solutions; they provide proactive, scalable recommendations that anticipate our future needs. Their dedication to our success has made them an integral part of our operations, and I couldn’t recommend them more highly as a strategic partner.”
