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Digital innovation meets customer emotion.
Digital transformation continues to redefine how brands connect with their customers, and for CEWE, Europe’s leading photo service provider, empathy is at the heart of every interaction.
During peak seasons like Christmas, order volumes can surge by up to 400%, bringing thousands of emotionally charged inquiries.
By partnering with botario, CEWE turned this challenge into an opportunity: creating an AI-powered chatbot and phonebot that deliver fast, reliable, and personal support, 24/7.
With the help of botario’s automation platform, CEWE now resolves entire service journeys such as returns and complaints with ease, improving customer satisfaction while empowering their teams to focus on the moments that matter most.
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Meet CEWE.
CEWE is Europe’s leading photo and online printing company, transforming customers’ most cherished memories into beautiful physical products like photo books, calendars, and prints. With over 4,000 employees and operations across Europe, CEWE combines craftsmanship with digital innovation to make every photo experience meaningful. The company’s commitment to quality and customer care drives its continuous investment in technology — from creative design tools to conversational AI.
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THE BUSINESS challenges
When volume meets emotion.
Each year, especially during the Christmas season, CEWE’s order volumes surge by up to 400%. This spike brings a flood of support inquiries - many repetitive, time-sensitive, and emotionally charged.
Handling complaints, corrections, and cancellations manually wasn’t sustainable, particularly outside business hours.
CEWE needed a solution that could scale service capacity without losing the emotional connection, ensuring customers received help when they needed it most, even at 10pm.
Smarter automation for faster, more personal customer experiences.
CEWE implemented an AI-powered chatbot and phonebot solution with botario technology to automate key customer service processes, from complaints and returns to call routing and intent recognition.
Built on botario’s open, modular platform, the solution integrates seamlessly into CEWE’s existing website, CRM, and telephony systems. It enables real-time responses, improves resolution speed, and delivers a consistent brand experience, even outside business hours.
The solution's capabilities include:
End-to-end process automation
The chatbot manages complete workflows such as returns and complaints, including photo uploads, form generation, and instant label creation.
Web and voice integration
botario powers both CEWE’s web chatbot and phonebot, allowing customers to resolve issues via chat or voice, while the phonebot authenticates callers and identifies their intent.
Custom logic and plugins
Using botario’s open architecture, CEWE’s developers built custom Python logic, a webcam plugin for damage documentation, and integrations with internal systems.
Smarter service, happier customers, empowered teams.
This is more than just automation, it’s a new way for CEWE to deliver customer care that’s fast, consistent, and deeply human. With botario, CEWE transformed service from a reactive process into an always-on experience that builds trust, reduces stress, and strengthens customer relationships across Europe.
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Partnering with botario: open, secure, built for enterprise scale.
What makes this success possible isn’t just AI — it’s the flexibility, transparency, and collaboration behind botario’s platform. CEWE found in botario not only a technology provider, but a true innovation partner who understands the balance between automation, compliance, and customer care.
Open architecture, full control
botario’s open-source foundation gives enterprises like CEWE complete visibility into data flows, conversation logic, and integrations, ensuring total transparency and adaptability.
Custom development freedom
botario’s modular SDK allows CEWE’s in-house developers to write Python logic, integrate with internal systems, and build unique features like webcam damage reporting or CRM synchronization.
German Hosting, GDPR Compliance
Developed and hosted in Germany, botario guarantees secure on-premise or private-cloud deployment — a must for CEWE’s data protection and privacy standards.
Collaborative partnership and innovation
From ideation to rollout, botario worked closely with CEWE’s Mobile AI Campus team to co-design a solution that feels human, scales globally, and aligns perfectly with CEWE’s brand promise of empathy and quality.
Looking ahead: scaling customer experience with empathy and AI.
As conversational AI continues to evolve, innovative, customer oriented companies like CEWE are setting new standards for what customer service can be: fast, reliable, and deeply human.
As a next step, botario is helping CEWE to expand its automation capabilities with large language models that understand context, support multiple languages, and scale intelligently across markets, all while keeping full control of data and tone of voice.
This collaboration shows how botario empowers enterprises to combine automation and empathy, creating service experiences that are both efficient and emotionally resonant — anytime, anywhere.
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