Post by Nikola Karamalakov

2025 has been a year of rigorous exploration and delivery. For Zalando Partner Care, this was the year our AI roadmap began to bloom. We moved past the hype and delivered tangible, AI-fueled solutions. The Highlights: 🩺 NotebookLM goes Production: Analyzed meta-data across hundreds of processes to determine health and opportunities. 🗣️ Sentiment at Scale: Upgraded our home-grown Business Sentiment reader to analyze 200k+ conversations, turning frustration points into actionable projects. 🌍 Breaking Barriers: Launched an AI-translation service for support interactions with 99%+ adoption in our top 5 markets. 🛡️ 100% QA Coverage: Preparing to launch an AI infrastructure that covers the entirety of our support interactions. 🤖 Future-Proofing: Building the technical foundation for hyper-personalisation, response pre-drafting, agentic flows and AI-capable video support. 🧡 The Community: I’ve also loved playing a role in Zalando's AI enablement - teaching teams how to use tools like Gemini to improve data storytelling, create compelling strategic content, or shape and own their career journeys. 💡My biggest takeaway? Moving beyond cosmetic fixes. We learned how to leverage AI for precision and speed at an industrial scale—optimizing efficiency while keeping human intervention focused where it matters most. 🎙️ Special shot out to Teodor Bordeianu, Muhammad Ayaz Khan, Melanie von Enzberg, Luisa Giaquinto and Dennis Schilder for being the driving force behind our successes., and to Laura Ceglia and Lutz Enders for their group-wide efforts to adopt and excel with AI. 📻 Stay tuned as we hit the ground running in 2026 #AI #Zalando #PartnerCare #Innovation #CustomerExperience