90%+
70%
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AI-powered customer service at a new level
Beurer, a leading name in health and wellness, has fundamentally transformed its customer service with the Typewise AI Platform. Through smart AI agent orchestration, 65% of all incoming inquiries are now resolved fully autonomously, at a resolution rate above 90% and with an instant response. For more complex cases, AI agents carry out the relevant process steps on their own before handing over seamlessly to a human agent. Combined with a deep Salesforce Service Cloud integration that reads and writes across multiple systems, Beurer has built the foundation for a scalable, international customer experience.
About Beurer
Beurer is a German family-owned company that has stood for quality, innovation and reliability for over 100 years. With more than 500 products across health, wellbeing, beauty, personal care, home, fitness, baby and pet care, Beurer is active in more than 140 countries.
The challenge
With over 80,000 tickets a year (around 7,000 a month, with seasonal peaks around holidays, promotions and the year-end season), Beurer's service team faced the task of answering customers quickly, consistently and at high quality without scaling headcount proportionally. Recurring requests about product explanations, returns and technical details tied up valuable resources needed for more complex cases.
As a manufacturer of medical products, Beurer is subject to strict regulatory requirements and regular audits. A customer service solution therefore had to come with a robust compliance and data-security framework from the ground up, not as an add-on but as a baseline. At the same time, the planned international expansion called for a solution that could scale to new markets and languages without major additional effort.
The solution
Beurer chose the Typewise AI Platform and its AI agents: configurable, specialised agents coordinated through smart AI agent orchestration. All incoming service emails and contact forms are processed in the platform: the orchestration decides in real time which AI agent is responsible for which request and routes it accordingly.
What sets the platform apart is the depth of the Salesforce integration. The AI agents read from and write to Salesforce Service Cloud and other systems at the same time, retrieving customer data, updating case status, setting flags, triggering follow-up processes and closing cases completely. In practice, tickets are automatically routed into different Salesforce queues by request type, customer data is checked and updated for accuracy and completeness, and returns processes are triggered directly with the latest customer data. The AI agents automate not just the reply, but the entire process behind it.
For more complex requests such as returns or refunds, the AI agents handle all the preparatory steps themselves: they check whether a return or refund applies, make sure all relevant customer data such as address and payment details is complete and current, and only hand the case to a human agent when a person's decision or approval is genuinely required. This hybrid approach cuts handling time for manual tickets by 50%, from 12 to 6 minutes.
Another advantage: AI agents can be created and adjusted quickly, and changes take effect immediately. Built-in test runs let the team validate new configurations before they go live. From the first tests to the go-live of the first AI agents took just six weeks, and the impact was measurable right away.
“The Typewise AI Platform stands out for how quickly you can create AI agents and see the results immediately. Changing the AI instructions directly changes how the AI agents behave, and that is an enormous advantage.”
The results
The numbers speak for themselves. 70% of all customer inquiries are now routed to AI agents, with a resolution rate above 90% on autonomously handled cases and an instant response around the clock. For the tickets that still need a person, the hybrid AI approach cuts handling time by 50%.
- AI coverage: 70% of all customer inquiries routed to AI agents.
- Resolution rate: above 90% on autonomously handled cases.
- Response time: instant, around the clock.
- Efficiency on manual tickets: 50% shorter handling time through the hybrid AI approach.
Customers now get an instant, precise answer regardless of the time of day or the volume of requests. For the service team, that means less routine work and more focus on the cases where human expertise really makes the difference.
“The test runs built into the Typewise Test Suite are especially valuable. They save time when creating and improving AI agents and give you insight into how the AI fundamentally behaves.”
That the new customer experience is landing well shows in direct customer feedback too. KAI, Beurer's AI agent whose name stands for Kundenservice + AI (customer service + AI), is already treated by customers like a familiar point of contact:
“Thank you K-AI for the quick reply. Have a lovely day and warm regards.”
Looking forward
Beurer plans to keep expanding its AI agents and to gradually add more communication channels, with the goal of reducing the complexity of incoming channels and using automation as a strategic driver of transformation. After the successful experience in Germany and Austria, international expansion is already in preparation.
