Case Study: Scaling Fossil’s Global Customer Support with AI

The Challenge

As a globally recognized brand, Fossil needed a multilingual, scalable chatbot solution to provide consistent, high-quality support across diverse markets—without compromising speed or customer satisfaction.

The Solution

As the Global Chatbot Strategy Lead, I designed and executed Fossil’s AI-powered chatbot initiative, delivering:
✔ Multilingual Support in 6 Languages – Seamless customer experiences in the UK, US, Germany, Spain, Italy, France, and the Netherlands.
✔ Data-Driven Optimisation – Leveraged analytics to refine conversational flows, UX, and API integrations for maximum efficiency.
✔ Agile Delivery – Launched the solution 5 months ahead of schedule, accelerating ROI.

The Impact

The chatbot transformed Fossil’s customer support operations, driving:
🚀 300% Increase in Chat Traffic – Proving strong user adoption.
📈 400% Higher Resolution Rates – Reducing escalations to human agents.
🌍 Consistent Global Experiences – Tailored interactions per market, boosting satisfaction.

Why It Matters

This project wasn’t just about automation—it was about enabling Fossil to engage customers intelligently, at scale. By combining strategic vision with executional excellence, we set a new standard for AI-driven global support.

Want AI that delivers real business impact?
Book a free consultation below to explore how we can transform your customer experience.