“We’ve seen a really clear impact on sales behaviour thanks to AI – Average Order Value has gone up by 35%!” – Yary Paz, Project Manager for Customer Service Innovation
Newport, UK – [January 2026] – Premium global parent-and-child lifestyle brand Bugaboo has partnered with Talkative, a leading provider of AI solutions for contact centres, to transform its global customer service operations and become an industry leader in delivering cutting-edge AI support to customers. Through Talkative’s secure AI platform, Bugaboo now delivers 24/7 multilingual support, scales service volumes, and drives higher online sales – all while maintaining the premium customer experience synonymous with its brand.
Maintaining a Premium Experience While Scaling Globally
As Bugaboo’s customer base expanded worldwide, its service teams faced growing volumes of email and phone inquiries (around 15,000 per month) during limited operating hours. To protect its brand reputation for exceptional service, Bugaboo needed a scalable, AI-driven solution that could maintain its distinctive tone of voice and integrate seamlessly with existing systems.
A Phased, Brand-Aligned AI Rollout
Bugaboo selected Talkative’s AI-enabled contact centre platform to future-proof its support operations. Together, the teams launched a carefully phased rollout:
- Initial Pilot: Limited chatbot deployment on high-traffic product pages, with early containment rates exceeding 45% – well above initial expectations.
- Expansion: By early 2025, AI support extended to the UK and Spain, containing roughly one-third of customer interactions.
- European Rollout: April saw launches in Germany and Austria (64% containment), followed by Italy and France. By June, containment reached an impressive 75% across six countries.
- Continuous Improvement: Talkative’s Customer Success team continues to refine Bugaboo’s AI knowledge base, optimise analytics, and ensure AI responses remain fully aligned with Bugaboo’s premium brand voice.
Results: Efficiency, Scale, and Revenue Growth
The collaboration between Bugaboo and Talkative has driven measurable impact across service, experience, and commercial outcomes:
- 75% of chat interactions now fully handled by AI
- Chat volumes grew 4x, from under 1,000 to over 4,000 monthly
- 24/7 multilingual support in six languages
- 20% increase in add-to-cart rate for AI users
- 35% higher average order value for customers engaging with AI
- AI interactions achieve above-average customer sentiment, proving that automation can still feel human
- Human agents now focus on complex, high-value interactions where personal connection is needed
Looking Ahead: Voice AI and AI-First Service Design
Building on these results, Bugaboo and Talkative plan to introduce voice AI, deeper system integrations, and a redesigned, AI-first support experience. The goal: a seamless, intuitive customer journey where AI handles routine queries while human agents deliver empathy and expertise when it matters most.
Watch the case study video here: Bugaboo’s AI Journey: Scaling Premium Service & Driving Revenue
“We’ve seen a really clear impact on sales behaviour thanks to AI – average order value has gone up by 35%!”
— Yary Paz, Project Manager, Customer Service Innovation, Bugaboo
“AI has been transformative. By handling repetitive and routine queries, it allows our agents to focus on more complex issues where human expertise and empathy are truly needed.”
— Justus Tobergte, Customer Excellence Director, Bugaboo
Customer Excellence Director for Bugaboo, Justus Tobergte and CEO of Talkative, Felix Winstone, are both available for further comment.
About Bugaboo
Bugaboo is a premium global brand in the parenting and lifestyle sector, known for pushing the boundaries of design and experience. With a focus on innovation and sustainability, Bugaboo’s products and service experiences help parents move freely and confidently, wherever life takes them.
Learn more at bugaboo.com.
About Talkative
Talkative empowers contact centre leaders with a secure AI layer that’s flexible, fast to deploy, and easy to manage. With our unique knowledge base and prompt methodology, we provide a complete AI solution that delivers accurate and brand-aligned customer service across channels, integrates with existing systems, and seamlessly escalates to humans when needed. For more information or to contact our team, visit gettalkative.com today.
