Blog Customer story
Ülemiste Centre and T1 Tallinn answer visitors 24/7 with AI
Two of Tallinn’s largest malls use Askly’s AI agent to answer visitors in Estonian, Russian and English. Every AI answer is clearly labeled.
Visitors to Ülemiste Centre and T1 Tallinn get fast answers in 3 languages, around the clock. The AI agent handles repeat questions, and every AI answer is labeled.
Ülemiste Centre and T1 Tallinn are two of the largest shopping malls in Tallinn, Estonia’s capital. Their visitors’ questions don’t keep to business hours.
Many of today’s shoppers don’t read websites from top to bottom. They would rather type into a chat window, and they expect a fast answer.
Both teams wanted to answer faster and cut repetitive manual work. They found Askly.
3 languages and a constant stream of repeat questions
Visitors call, email and write on social media and the website, using several channels at once. They expect an answer within minutes, not hours.
Fast, high-quality customer service is expensive. Support in Estonian, Russian and English takes resources most teams simply don’t have.
The same everyday questions came up endlessly: opening hours, parking, promotions and events. Both teams answered them over and over, while more complex cases waited in line.
AI answers 24/7, and the team steps in when AI can’t help
Askly’s AI agent became a support channel for both malls, with no development needed. A script was added to each mall’s website, and social media messages and emails were connected.
The AI checks every question against the knowledge base. If it is confident in the answer, it replies on its own.
If there is no answer, the conversation goes to the team with the full context.
Every AI answer is clearly labeled for the visitor. Full transparency is a principle, not an optional extra.
Both teams can follow every conversation live.
At Askly, we think no visitor should wait for an answer AI can give just as well. When a visitor’s trust is at stake, a person takes over.
We helped both teams strike that balance.
How the malls set up their AI agent
- Ülemiste Centre and T1 Tallinn first mapped out the topics the AI handles well.
- We wrote instructions for the AI on how to guide and help visitors.
- The AI answers in a natural, human tone, and every answer is clearly labeled as AI.
- The team can edit any answer in Askly, and changes go live within seconds.
- The AI replies in the language the visitor picks. Conversations passed to the team are translated in real time, both ways.
AI now resolves the repeat questions
- The AI resolves questions about opening hours, parking and events in seconds.
- It answers in 3 languages, around the clock.
- The teams can focus on situations where a person makes the difference.
Rolling out AI doesn’t always go smoothly. Language models sometimes surprise you, for better and for worse.
But the risk is manageable with a clear process and full transparency. Both malls have done it, and others can learn from them.
More than 1,000 businesses use Askly, including Klick, Bauhof, Confido and Tartu University Hospital.
Use technology where it works best, so your people can be where they’re irreplaceable.
Which questions does your team answer over and over?
