Rohlik

Rohlik Group is an online grocery platform with 3 million customers in the Czech Republic, Germany, Hungary, Romania, and Austria. As customer support demand increased with expansion into 5 markets and 6 languages, it introduced the AI agent Maia across phone, web, mobile app, and WhatsApp.

Maia supports local languages in each market and English, handling 90% of phone inquiries with natural voice. It can perform more than 30 tasks, including real-time order status and delivery location checks, order changes, credit issuance, delivery issue resolution, and support request registration.

The core foundation is integration with Model Context Protocol (MCP) servers. This enables Maia to securely call Rohlik's backend APIs and execute tasks previously handled by humans directly within external systems.

Maia is utilized not only for customer support but also for voice-based shopping.

• Product search and recommendations
• Recipe recommendations and shopping list creation
• Conversational ordering and payment
• Performing shopping tasks available on the website

When difficult inquiries or requests to connect with an agent arise, the conversation is immediately handed over to a human, including the full transcript. Rohlik has Maia handle repetitive inquiries so that agents can focus on cases requiring human judgment and empathy.