How AI-Powered Feedback Analysis and Responses Streamline Customer Service and Enhance Satisfaction
Dr.Max is a leading European pharmacy brand, committed to redefining what care means for millions of customers across markets. Beyond providing high-quality pharmaceutical services, Dr. Max continuously invests in innovation to strengthen personal connections and improve everyday health experiences.
Since 2017, Dr. Max has partnered with Staffino to enhance customer experience through our feedback management platform.
In 2024, as part of Dr. Max’s commitment to listening deeply and responding meaningfully to every customer, Dr. Max took a significant step in enhancing customer interactions by implementing Staffino’s AI-powered solutions: AI Feedback Responder and AI Topic & Sentiment Analyser. These tools enabled the pharmacy chain to streamline feedback analysis and automate and personalise customer feedback responses while maintaining human oversight.
With AI, Dr. Max can now
This case study explores how AI-powered tools supported Dr. Max’s mission to elevate customer service, from accelerating response times to ensuring quality replies that reflect their care-first approach. It also highlights how innovation can scale without losing the human connection.
In Slovakia and Romania, Dr. Max piloted our AI response generator to explore how technology could strengthen the way Dr. Max connects with their customers without losing the human essence. The AI response generator was used in a human-guided mode, where it proposed personalised replies, but every message was reviewed and approved by CC team members, ensuring accuracy, empathy and tone aligned with Dr. Max. This ensured high-quality, meaningful interactions while drastically reducing response times.
Over a three-month period, Dr. Max monitored both customer engagement and internal service KPIs to understand how AI could help us respond more effectively (and meaningfully) at scale.
The introduction of AI-supported feedback tools has brought measurable improvements across key areas, including faster response times, cost efficiencies, and higher engagement with customer feedback. But beyond the numbers, the biggest win was Dr. Max’s ability to keep every interaction personal, respectful, and in line with the care customers expect from Dr. Max.
Compared to the previous fully human-handled process.
Thanks to AI-drafted replies, customers now receive answers almost instantly—something previously not possible with limited capacity.
Approximately 15% of customers respond to AI-generated replies, often continuing the conversation or asking follow-up questions.
The use of AI has not damaged customer trust or brand perception. On the contrary, customers appreciate the increased speed and relevance of communication.
With AI-generated replies, we can now respond to routine feedback almost instantly. About 15% of customers engage further, giving us the opportunity to proactively share useful information before issues arise. Emotional or complex cases remain in the hands of our customer care teams, who play a key role in representing our brand and values.
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