Empowering medical e-commerce with AI-driven customer support
With subsidiaries in multiple European countries, Spega Medical operates at scale, offering world-leading medical aesthetic products through a growing e-commerce ecosystem, while maintaining a strong commitment to transparency, responsibility, and product excellence. As the business expanded, so did the complexity of supporting customers across markets, languages, and product categories.
June 6, 20254 min read
65%Solution rate
< 3 secFirst response time
Reported results from this customer’s implementation; see the measurement context in the story below.
WHAT THE RESULT MEANS
65% reported solution rate
These are results from this implementation. The published story does not specify the measurement window, sample size or full definition of solution rate.
Operating in the medical and aesthetic e-commerce space comes with high expectations for accuracy, responsiveness, and trust. Customers frequently require detailed information about products, availability, delivery timelines, and order status, often before making high value purchasing decisions.
As traffic increased and international operations expanded, Spega Medical faced growing pressure on its customer support teams, particularly during peak demand periods. Manual handling of repetitive enquiries risked slower response times and reduced efficiency, while human agents needed to stay focused on more complex, sensitive, or regulated queries.
The challenge was clear: how to scale customer support and e-commerce assistance without compromising reliability, speed, or service quality.
The solution: AI agent for e-commerce support
To address this, Spega Medical implemented an AI-powered customer support agent designed specifically to support its e-commerce operations. Rather than rebuilding the website, the focus was on enhancing the customer experience layer, helping users navigate products, orders, and support more efficiently.
The AI agent was designed to:
Handle routine and high-frequency e-commerce enquiries
Provide instant, accurate responses to common customer questions
Support customers throughout the purchase and post-purchase journey
Seamlessly escalate complex or sensitive cases to human agents
Key capabilities included:
A structured knowledge base covering products, availability, order status, delivery, and general policies
Fallback escalation logic when the AI cannot confidently resolve an enquiry
Multichannel access, supporting customers across digital touchpoints
Monitoring of key performance metrics such as response time, resolution rate, and escalations
The results
With the AI agent in place, Spega Medical was able to significantly improve how customer enquiries are handled across its e-commerce operations.
Routine questions related to product information, order tracking, and delivery were resolved automatically, reducing the volume of tickets reaching human agents. This allowed support teams to dedicate more time to complex, high-value, or medically sensitive interactions, where human expertise is essential.
During periods of increased demand, the AI agent ensured that response times remained fast and consistent, preventing support backlogs and improving the overall customer experience.
The outcome
Spega Medical now operates a more scalable, efficient, and resilient customer support model, adapted to the needs of a growing medical e-commerce business.
By automating repetitive support tasks and supporting customers in real time, the AI agent strengthens both operational efficiency and customer trust, without increasing pressure on internal teams.
Conclusion
By integrating an AI agent into its e-commerce support stack, Spega Medical has strengthened its ability to serve professionals and consumers across Europe with speed, accuracy, and consistency.
As the company continues to expand into new markets, this AI-powered support layer provides a strong foundation for:
Faster customer responses
More efficient support operations
A smoother and more reliable e-commerce experience
