Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
MBOwebshop.nl · Watermelon
Vendor-reportedEducationNetherlandsScaledNLP
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by watermelon.ai (vendor self-report). Checked against the source page on 2026-09-06. 5 of 5 figures below appear on that page word for word.
The problem
Rapid growth led to a surge in repetitive student questions, increasing pressure on the service team during peak periods, and hiring more staff was not sustainable.
What was deployed
- Vendor
- Watermelon
- Products
- Watermelon’s AI Agents, Web Crawler, Document Scraper
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- up-to-date information about books, licenses, deliveries, and frequently asked questions via Web Crawler and Document Scraper
- Scale
- 93,000 conversations per year, averaging 7,783/month, with a peak of 45,000 conversations in August 2025
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
93000conversations processedper year
“MBOwebshop.nl now processes 93,000 conversations per year”
Quoted word for word from the source
7783conversations processedper month
“averaging 7,783 per month”
Quoted word for word from the source
98conversations handled automatically
“98% of these conversations are handled entirely automatically.”
Quoted word for word from the source
155conversations reaching human employeeper month
“only around 155 conversations reach a human employee.”
Quoted word for word from the source
45000conversations processed in peak monthAugust 2025
“In August 2025, for example, the company processed 45,000 conversations, with the vast majority resolved automatically.”
Quoted word for word from the source
ROI as stated: scalability without increasing staffing costs
“Watermelon’s AI Agents ensure students receive immediate answers. At the same time, our team has more time to focus on the questions that truly require human attention.”
Difficulties and limits
- Within seven years the company grew from zero to twenty institutions, and in 2023 another thirty institutions were added within just three months after a major market player stopped operating.
- This growth caused a surge in repetitive student questions related to books, licenses, and deliveries.
- During peak periods such as August, the pressure on the service team increased significantly.
- Hiring additional staff was not a sustainable solution due to the highly seasonal nature of demand.
Sources
- watermelon.ai — vendor self-report
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