How Rossmann Automated 44,500 Customer Conversations and Drove €31.8K in AI-Supported Revenue in Under 5 Months
Ben Toth
on
June 10, 2026
€31.8K AI-supported revenue | 44,500+ conversations | 9,687 hours of support replaced | 28,771 product links clicked | Live in 5 weeks
Overview
Rossmann is one of Europe's largest drugstore chains, operating over 4,700 stores across 8 countries. In Hungary alone, Rossmann runs hundreds of locations selling everything from cosmetics and personal care to household essentials, baby products, and health supplements - with thousands of SKUs available both in-store and online.
In January 2026, Rossmann Hungary deployed Molin AI as a conversational AI assistant on both its website and mobile app. The entire implementation - from signed contract to live chatbot, including custom integrations for store locator, nearest-store detection, and real-time stock availability - took just 5 weeks. Within five months, the AI had handled over 44,500 conversations, saved nearly 10,000 hours of human support time, and driven measurable revenue through intelligent product discovery.
This is the story of how a drugstore giant turned AI into a store associate that knows every product, every location, and every stock level - available 24/7 on web and mobile.
The Challenge: Thousands of products, hundreds of stores, one question
Rossmann customers don't just browse online - they want to know if a specific product is available at their nearest store before they make the trip. "Do you have the Nivea Q10 night cream at the Váci út location?" "Which store near me has the Pampers size 4 in stock?" These are real questions that traditional FAQ pages and keyword search can't handle.
The support team was fielding thousands of repetitive inquiries about product availability, store hours, promotions, and product recommendations. Each of these took human time to answer, even though the information existed somewhere in Rossmann's systems. The challenge wasn't a lack of data - it was a lack of an interface that could connect customers to that data conversationally, instantly, and at scale.
Rossmann needed a solution that could work across both their website and their mobile app, understand natural language questions about products and locations, and integrate with their real-time inventory and store systems - not in six months, but in weeks.
The Solution: From signed contract to live chatbot in 5 weeks
Molin AI was deployed on Rossmann Hungary in January 2026. From signed contract to live chatbot on both web and app took just 5 weeks. In that time, Molin learned the Rossmann product taxonomy, customer question patterns, support flow logic, and store availability architecture. This wasn't a stripped-down MVP - it was a fully functional AI assistant with capabilities purpose-built for Rossmann's omnichannel retail model.
The AI was trained on Rossmann's complete product catalog with continuous synchronization of prices, descriptions, attributes, and availability. But what made this deployment unique were the custom integrations built specifically for Rossmann.
The integration stack
Product sync pipeline. Continuous synchronization of the full Rossmann product catalog with prices, descriptions, attributes, and availability.
Store finder with stock availability. Customers can find the nearest store that has a specific product in stock, with opening hours and directions.
Real-time stock availability per store. Live stock level data connected to the AI, so customers get accurate "in stock" or "low stock" information.
Nearest store with product in stock. If a product is unavailable nearby, the AI suggests the next closest store or falls back to online purchase. This is the kind of query that would take a human agent minutes of cross-referencing - the AI does it in 2 seconds.
Full support system integration (coming). A full integration with Rossmann's customer support ticketing system for structured handoff of complex cases.
Available on web and app
Unlike many AI deployments that live only on a website, the Molin AI assistant for Rossmann is available on both the web and the Rossmann mobile app. This means customers get the same intelligent, context-aware experience whether they're browsing on desktop at home or checking stock on their phone while walking past a store. One AI, two channels, consistent experience.
Working together, we got to know a professional, collaborative, and innovative team who truly understand the challenges and opportunities of e-commerce customer experience. The AI chatbot solution means not only faster and more convenient help for customers, but also significantly reduces the workload of customer support in daily operations. AI is now essential in e-commerce, and it is great to see a technology partner that can turn this into real business value."
— Zoltán Fodor, Head of E-commerce Operations, Rossmann Hungary
The Results: €75K saved, 44,500 conversations automated
The results from January to May 2026 speak for themselves. In under five months, Molin AI on Rossmann delivered measurable impact across both support efficiency and revenue generation.
Support automation
44,538 conversations handled fully by AI with an average of 7 messages per conversation - these are real, substantive interactions, not one-question deflections
290,618 total messages exchanged between customers and the AI
9,687 hours of human support time saved - equivalent to approximately €75,000 in support costs (at current exchange rates)
2-second average response time, 24 hours a day, 7 days a week - including complex stock lookups and store locator queries
Revenue and conversion
€31,800 (HUF 11.3M) in AI-supported revenue - customers who interacted with the AI and then proceeded to checkout
513 visitor checkouts driven by AI-assisted product discovery
28,771 product links clicked within conversations - a 64.6% click-through rate, meaning nearly two out of three conversations resulted in a customer clicking through to a product page
The Integration: More than a chatbot
What sets the Rossmann deployment apart from a typical AI chatbot rollout is the depth of integration. This isn't an AI that just answers questions from a knowledge base - it's connected to live systems that make it operationally useful.
The store finder integration uses the customer's location (with permission) to identify the nearest Rossmann stores and return relevant details. The real-time stock integration queries Rossmann's inventory systems to confirm whether a specific product is available at a specific location - showing accurate "in stock" or "low stock" information. If a product is unavailable at the nearest store, the AI automatically suggests the next closest location that has it, or falls back to online purchase.
Combined, these integrations allow the AI to answer the single most valuable question in omnichannel retail: "Can I get this product at my local store right now?"
What's Next: Rossmann Germany
The success in Hungary has opened the door to Rossmann Germany. And because of the work already done, the German expansion doesn't start from zero - it starts with a team that already knows the business.
During the Hungarian implementation, Molin learned the Rossmann product taxonomy, customer question patterns, support flow logic, and store availability architecture. All of this knowledge is directly reusable for the Rossmann Germany integration - significantly shortening the implementation timeline and reducing integration risk.
The trajectory is clear: what started as a 5-week implementation for one market is becoming the foundation for a multi-market AI customer experience layer across one of Europe's largest retail chains.
Rossmann is one of Europe's largest drugstore chains, operating over 4,700 stores across 8 countries. Molin AI is an AI-powered platform for e-commerce, helping online retailers sell more and support better through conversational AI.
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