From 5 Minutes to 30 Seconds: Processing 100,000 Urgent Recall Cases
Snapshot
Client
Babboe - Leading Dutch cargo bike manufacturer
Problem
Regulatory recall required processing 100,000 refund cases where missing data forced manual data verification from customer photos and invoices (5 minutes per case)
Solution
Customer service agents use a streamlined interface that pre-fills information from AI analysis of photos and invoices. Customer service agents simply confirm or correct with one click
Results
10x faster processing (5 min to 30 sec), 80% cost reduction, >99% accuracy, and zero cases lost across the entire recall operation
Situation
In February 2024, a regulatory mandate required Babboe to process approximately 100,000 urgent refund cases. Gaps in administrative data meant each case needed manual verification of bike model, purchase date, and price from customer-submitted photos and invoices.
Challenge
Manual processing took 5 minutes per case (over 8,000 hours total) with high financial risk per error. Customers frequently submitted incomplete or incorrect information despite clear instructions. Refund policies varied by country, bike model, and purchase date, requiring complex rule application. The timeline was critical: ready to start processing cases in under 2 weeks with zero cases lost given regulatory and reputational stakes.
Solution
Customer service agents process cases through an interface where AI predictions are pre-selected for one-click confirmation or easy correction. Behind the scenes, AI analyzes bike photos to identify models and extracts purchase details from invoices. Customer service agents stay in full control, reviewing and confirming each decision. The system tracks every case to completion with automated fallback handling when data is incomplete. Complex refund policy rules are automated across country, model, and date combinations.
Results
