How voicebots are revolutionizing customer service!

For all those who were unfortunately unable to attend our webinar, we have summarized some important insights from our webinar here.

First of all, the challenges: The main problems for customer service at large companies, such as ADAC (Germany's largest automobile club), are the wide range of topics, demanding data and IT security requirements and a high internal forwarding rate.

Here are the five key benefits of implementing a voicebot in customer service for similar challenges:

1 Automatic authentication: The implementation of an authentication service (via name, zip code, address and customer number) alone, can save around 45 seconds of an employee's working time per interaction.

2 Precise intent recognition: The bot recognizes the customer's needs and ensures that they quickly reach the right contact person by forwarding them internally with pinpoint accuracy.

3 Reduction of internal redirects: The bot minimizes the need for multiple internal handoffs and shortens the average handling time (AHT). This optimizes the workload of employees.

4 Case-closing solution: 100% case-closing processing of standard requests by the bot.

5 Self-Services: No employee time is required here (e.g. if a membership card is lost, the voicebot can send a link by SMS to the customer allowing them to order a replacement card - 100% self-service).

One surprising aspect that came up during the interview with Patrick Reh was that despite existing doubts about customers' willingness to interact with a digital agent, most customers are happy to try the voicebot interaction and are satisfied with their experience - especially in terms of self-service options.

Happy Customer - Happy Customer Service 😊