Carpet Court: Transforming Warranty Claims with Generative AI

Project Summary

Carpet Court, the largest flooring retailer in Australia and New Zealand, faced a significant operational challenge: manually processing thousands of product warranty claims annually across more than 80,000 unique products. SupaHuman AI partnered with Carpet Court to automate this complex process using a custom Generative AI copilot. The result was a transformative solution that reduced claim processing times from weeks to minutes, delivering substantial improvements in efficiency and customer satisfaction.

Results

98%

Warranty claim processing time reduced by 98%, from weeks to minutes, resulting in over 1100% return on investment.

AI is transforming Carpet Court by automating our warranty claims assessment process and installation compliance. What used to take days now takes only a few minutes. The SupaHuman team’s deep AI expertise has been instrumental in making this possible, allowing us to focus on delivering quality and service with unmatched efficiency.

Mark Hogan, CFO, Carpet Court

Project Details

Client

Carpet Court

Industry

Retail/ Consumer Goods

Company size

100-500

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The Challenge

Carpet Court’s warranty claims process was highly manual, requiring in-depth knowledge of thousands of products, installation methods, and warranty conditions. This lengthy process not only delayed customer service but also consumed valuable workforce resources. With the company’s continued growth, the existing system was unsustainable and needed a scalable solution that could process claims efficiently without increasing operational costs or headcount.

The Solution

SupaHuman AI developed a bespoke Generative AI copilot tailored specifically to Carpet Court's needs. This AI system, powered by OpenAI’s GPT-4o model and integrated with Carpet Court’s existing infrastructure, became an expert in the company’s extensive product range and warranty terms. It automated the entire process of gathering customer information and processing warranty claims. SupaHuman AI delivered the project in just six weeks, including AI training, data integration, and rigorous quality testing, ensuring the system’s reliability and accuracy.

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Expected Impact

The AI copilot transformed Carpet Court’s operations by drastically reducing the time required to process each warranty claim, from weeks to mere minutes. This automation significantly lowered labour costs and allowed staff to focus on more strategic areas of the business. Customers also benefited from faster, more accurate claim resolutions, leading to improved satisfaction and loyalty.

Results

98%

Warranty claim processing time reduced by 98%, from weeks to minutes, resulting in over 1100% return on investment.

Mark Hogan, CFO, Carpet Court

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