How PepperFry revolutionized its customer experience through AutoQA

Challenge

PepperFry is India's leading online furniture and home decor marketplace, founded in 2011 by Late Ambareesh Murty and Ashish Shah. With over 140 Studios across India, PepperFry has established itself as a dominant player in the furniture e-commerce space, serving millions of customers with a diverse portfolio of home furnishing products.

As India's largest furniture e-commerce platform, PepperFry's manual QA processes were creating significant bottlenecks that hindered customer experience and operational efficiency:

Limited Coverage: Only 3-5% of customer interactions were being analyzed, leaving 95% of conversations unmonitored.

Resource-Intensive Process: QA team spent 80% of their time manually listening to calls, limiting strategic focus

Manual Feedback: Create latency and over-reliance on QA for TNIs slowed refresher planning.

Solution

PepperFry partnered with Prodloop to implement a comprehensive Auto QA solution that leveraged AI-powered voice analytics to transform their quality assurance process.

Key implementation features:

100% Interaction Coverage: Gen AI-powered analysis of all customer support calls.

Multi-Language Support: Analysis in all major Indian languages to serve PepperFry's diverse customer base

Real-Time Insights: Automated categorization and scoring of interactions with instant feedback

Customizable Scoring Frameworks: Tailored evaluation criteria specific to furniture e-commerce requirements"Before Flexfolio, launching a polished site felt overwhelming. now, AI handles the heavy lifting we can focus on growth, not grunt work.

Results

100% interaction visibility + instant agent feedback + automated up-sell detection: Financial benefits, operational savings and measurably superior customer experience. .

Automated QA Efficiency Revolution: 85% time savings: Manual QA review reduced from 5 days to 0.75 days per auditor per month. Instant analysis and scoring vs. previous 3+ day delays

Immediate Agent Performance Enhancement:Agents receive performance insights within hours, not weeks. Automated evaluation across empathy, resolution effectiveness, compliance, and product knowledge

Up-sell & Revenue Optimization: 20% improvement in assisted buying conversion: AI identifies optimal moments for product recommendations during support calls

Customer Experience Impact: CSAT jumped from 93% to 96%: Direct result of consistent, high-quality service delivery. 10% boost in First Call Resolution: Better-trained agents resolve issues without callbacks .