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Cover image for “How Carnival Mascot handles international enquiries 24/7, with 98.8% answered in under a minute”

Case

How Carnival Mascot handles international enquiries 24/7, with 98.8% answered in under a minute

A mascot manufacturer uses an AI bot to respond after hours, communicate in multiple languages, collect order details, and hand qualified enquiries to managers.

Introduction

Carnival Mascot is an international manufacturer of mascot costumes and brand characters for business. The company helps brands become more visible: it creates unique mascots that attract attention at exhibitions, promotional events, retail outlets, hotels, restaurants, educational institutions and city events. Since 2008, the team has completed more than 11,500 projects for companies around the world - from developing an idea and 3D sketch to producing a finished character.

The production is located in Russia, the head office is in Dubai. The company works with international clients and organizes delivery of mascot costumes to different countries.

Customers reach out through WhatsApp, Facebook, email and other connected channels. They ask about the cost, production and delivery times, the availability of ready-made models and the ability to make a character according to an individual design. Due to the international audience, messages can arrive at any time - including at night, on weekends and outside of managers’ work schedules

Task: not to leave international requests unanswered

Before implementing the chatbot, some clients did not receive a prompt response. The main reason is the time difference between countries

While Carnival Mascot managers were not in touch, potential customers continued to write:

  • clarified the cost of the costumes;
  • sent images of the required characters;
  • asked about international delivery;
  • name the date of the event;
  • interested in individual production;
  • wanted to visit the office or discuss special conditions.
Even a short message like Price? or How much? required clarification. The manager needed to understand what suit the client needed, for whom the order was being placed, and by what date the character should be ready. The company needed a bot that would work not as an independent salesperson, but as an assistant manager:
  • respond to the client immediately;
  • briefly talk about the company;
  • collect basic application parameters;
  • answer simple questions;
  • do not promise unconfirmed prices and terms;
  • transfer complex requests to an employee.

Solution: AI assistant for processing requests outside of business hours

Carnival Mascot launched a ChatRex AI assistant named Anna. She joins the conversation when managers are not working, accepts requests and carries out initial qualifications of the client.

The bot does not try to completely replace the manager or close the sale on its own. Its task is to respond quickly, understand the essence of the request and collect the information necessary for further work. At the beginning of the conversation, Anna explains what Carnival Mascot does and warns that managers are not in touch right now. After this, the bot sequentially clarifies the application parameters

What data does the bot collect?

In order not to overload the client with a long questionnaire, the bot asks questions one at a time and collects three key parameters:

  1. What character or costume does the client need?
  2. The order is placed for personal use or for a company.
  3. What date is the costume needed for or when is the event taking place?

Illustration for the section “What data does the bot collect”

If a client wants to order a custom character, the bot offers to send references, sketches or photographs

Illustration for the section “What data does the bot collect”

After collecting information, Anna reports that she has forwarded the request to the manager and indicates the team’s working hours: from Monday to Friday, from 10:00 to 19:00 Dubai time

Illustration for the section “What data does the bot collect”

Answers simple questions and does not make unnecessary promises

In addition to qualifying applications, the bot answers common customer questions. At the same time, the bot does not confirm information that depends on a specific order. It does not promise the exact cost, delivery date, availability of a certain suit, discount or special conditions without the participation of an employee

Illustration for the section “Answers simple questions and does not make unnecessary promises”

Communicates in the customer’s language

Carnival Mascot works with an international audience, so the bot had to support messages in different languages. Anna determines the language of the last meaningful message and continues the conversation in it. During the analyzed period, the bot communicated with clients in English, Spanish, Arabic, Russian and Portuguese.

Illustration for the section “Communicates in the customer’s language”

What's changed for Carnival Mascot

After implementing ChatRex, incoming messages no longer remained without initial response during off-hours

Now:

  • the client immediately receives a clear first answer;
  • the bot records the essence of the request;
  • basic questions are processed automatically;
  • the manager receives a structured application;
  • complex requests are not lost and are transferred to the employee;
  • the client understands in advance when the team will return with an answer;
  • international audience receives support in different languages;
  • managers spend less time on initial qualifications.
The AI bot has become a filter between incoming requests and the sales department. It separates simple questions from complex ones, collects the necessary data and helps employees quickly engage in meaningful conversation.

Results in numbers

98.8% of answers faster than one minuteThe average response speed was 27.8 seconds. The client almost immediately understood that their message had been received and the application would be processed
89.7% of chats started outside of working hoursIt was these requests without automation that could wait for a response until the next business day
49% of communications were transferred to the managerThe AI assistant clarified the basic parameters of the order and prepared an appeal for the employee to continue working

Do you want the same?

If clients write to you at night, on weekends, or from other time zones, ChatRex will help you immediately accept the request, collect the necessary data and submit the prepared request to the manager. We'll show you how an AI bot can work with requests in your business