Kömpf Onlineshops GmbH, a German online retailer, faced a significant challenge in managing over 10,000 monthly customer service calls with only three employees, leading to average wait times of 1.5 minutes. To address this, they implemented ElevenLabs' Conversational AI, creating an AI-powered support agent named "KIM" that dramatically reduced wait times to 15 seconds and improved service efficiency. The AI platform allowed Kömpf to maintain control over its data by integrating its own large language models, ensuring adaptability and future-proofing. This strategic move not only enhanced customer experience by minimizing wait times but also empowered human service agents to focus on complex inquiries, demonstrating a cost-effective and scalable solution for e-commerce customer service with an operational cost of just €5.48 per hour for the digital employee.