July 16th, 2026 | 3 min read
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Great customer service begins long before a technician arrives on site. It starts the moment you need help.
Whether you’re calling to report a service issue, order supplies, or ask a question about your office equipment, you want the process to be simple, efficient, and available when you need it.
At Office Interiors, that's always been our goal. As our customer base has grown across Atlantic Canada, we've continued looking for ways to improve the service experience without compromising the personal support our customers know and trust.
That's why we introduced Rosie, our AI-powered virtual service desk assistant.
Rosie was designed to make it easier to connect with us, reduce delays, and help ensure your request gets moving as quickly as possible.
Why We Introduced Rosie
Our customer service representatives are incredibly knowledgeable, but they're still human. There are only so many calls one person can answer at a time.
During busy periods, that meant customers sometimes reached voicemail while our team was assisting others. Every voicemail was important, and every one was returned, but the process wasn't always as efficient as we wanted it to be.
A service request couldn't begin until someone listened to the message, gathered the necessary information, looked up the equipment, and entered everything into our service system. Those extra steps added time for both our customers and our team.
We knew there had to be a better way.
Our goal wasn't simply to answer more calls. It was to make the entire process of requesting service easier, faster, and more convenient from the very first interaction.
Meet Rosie, Our AI Assistant
When you call our service department, Rosie may be the first to greet you.
Available in both English and French, Rosie can help you submit a service request or place a supply order by asking a few simple questions about your equipment and the issue you're experiencing.
She immediately begins gathering the information our service team needs by identifying your equipment and collecting the details of your request before one of our representatives even reviews it.
Perhaps most importantly, Rosie can assist multiple callers at the same time, so even when our representatives are helping other customers, your request can begin right away.
If you call outside our regular business hours, Rosie can still collect your information so it's ready for our team to review and action as soon as we're back in the office.
What This Means for You
While there's a lot of technology working behind the scenes, the biggest difference is a simpler customer experience.
Rosie starts the process as soon as you call by gathering the details we need, identifying your equipment where possible, and ensuring your request is ready for our team. In fact, since integrating Rosie into our service system, we’ve reduced the time it takes to get a service started by about 50%.
That means less waiting, fewer repeated questions, and a smoother handoff to the people who will be helping you.
It also allows our customer service representatives to spend less time on routine intake and more time doing what they do best: solving problems, coordinating service, and providing the knowledgeable support our customers rely on.
Technology should make service feel more personal, not less. That's exactly what we're working toward.
Designed to Support Our Team, Not Replace It
Whenever AI enters the conversation, one question naturally follows:
"Will I still be able to talk to a real person?"
Absolutely.
Rosie was never intended to replace the people and relationships we've built with our customers over the past several decades.
She simply handles the first steps of the process so our team can focus on what requires experience, technical knowledge, and personal attention.
The same customer service representatives, service coordinators, and technicians are still here. Rosie helps us work more efficiently so we can continue delivering the level of service our customers expect.
How We're Continually Improving Rosie
Introducing Rosie wasn't a one-time project.
We're continually reviewing her performance and making improvements based on real customer interactions. After more than 2,000 customer calls, we’re still learning from every conversation, helping us better understand how customers describe issues, what questions they ask, and how we can make the experience even smoother.
Like any member of our team, Rosie is always learning.
What Our Customers Are Saying
Whenever you introduce something new, it's natural for people to have questions. We expected some customers to be curious, or even a little skeptical, about a new way of contacting our service team.
One customer's feedback captured exactly what we hoped Rosie would accomplish:
"As much as I did grumble about the AI in my survey, I appreciate and understand that you guys are trying to be more available to your customers."
That meant a great deal to us because it reflects exactly why we introduced Rosie.
This wasn't about replacing people with technology. It was about making it easier for our customers to connect with us when they need us.
Looking Ahead
At Office Interiors, we're always looking for ways to improve the experience we provide our customers.
Sometimes that means introducing new products or workplace technologies. Other times, it means improving the way you interact with our team.
Rosie is one example of that commitment, helping us provide a faster, more seamless service experience while keeping our people focused on delivering the knowledgeable, personal support our customers expect.
The next time you call us, Rosie may be the first voice you hear. Behind her is the same Office Interiors team you've always known, ready to provide the expertise, service, and support you trust.
Fola Adedeji
Marketing Coordinator
Office Interiors
