Voicebot Automates Complex Processes and Relieves Service Employees
Every year, millions of people contact the customer service department of a global logistics service provider with a wide variety of concerns and expectations. To meet these requirements efficiently while significantly improving customer satisfaction, the company relies on an AI-powered digital assistant.
The intelligent solution recognizes even complex queries and answers them automatically – around the clock, scalable and seamlessly integrated into existing systems.
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Benefits for our customers
- Cost savings and reduced workload for employees through process automation
- Improved customer satisfaction through faster processing of requests with high quality and 24/7 availability
- Development of expertise in the field of artificial intelligence for future solutions
Requirements More efficient customer service processes
With several million inquiries per year, the logistics company's hotline handles a very high volume of interactions—an enormous technical, personnel, and logistical challenge. Customer concerns revolve around everything that can happen when sending letters and packages.
The company was therefore looking for a solution that could reliably and efficiently handle both frequent standard inquiries – such as retrieving shipment information – and complex issues. The goal was to develop a powerful, scalable voice solution that could be seamlessly integrated into existing systems and used for both customer service and internal processes.
With this vision in mind, the company turned to Telekom MMS – with the aim of fully automating customer inquiries end-to-end, noticeably reducing the workload on employees, and at the same time sustainably lowering operating costs.
Solution Scalable conversational AI solution automates standard inquiries
In close collaboration with Cognigy, Telekom MMS developed and successfully implemented a modern conversational AI solution. At the heart of the solution is a voicebot that automatically recognizes and responds to customer inquiries.
Telekom MMS acted as integrator in this project: from connecting all relevant systems – such as CRM, PBX, and business intelligence systems – to configuring use cases on the platform. Our partner Cognigy provided and operates the AI platform. Ten specific use cases were already implemented in the initial project.
The project was implemented in an agile and iterative manner – by introducing the minimum viable product (MVP) after only three months. Telekom MMS also took over test management, carried out interface and load tests, supported quality assurance, and is also responsible for technical support.
Following the successful go-live, an agile Scrum process ensures the continuous optimization of the AI solution. Training courses enable the customer service team to use and further develop the voicebot independently.
The bot's range of functions is constantly growing: starting with a technically lean basic solution, new AI components are being integrated successively. In addition, the bot is continuously being expanded with innovative functions that Cognigy is bringing to market.
Benefits Reduced customer service workload, improved customer satisfaction
The introduction of the voicebot has enabled the establishment of a powerful and future-proof AI assistance system. To date, millions of inquiries have been answered automatically - a noticeable relief for employees and a real efficiency gain for the company.
Customers benefit from fast, reliable processing of their requests - around the clock and with consistently high quality. At the same time, service employees gain valuable time for demanding consulting topics.
The solution also pays off economically: by automating and accelerating existing processes, processing costs per request have been significantly reduced. In addition, the system provides valuable insights into user behavior, which are used to optimize customer service in a targeted manner.
Another plus point is that the company has been able to build up comprehensive expertise in the field of artificial intelligence - an important foundation for future digital solutions. The success of the project has led to the solution now being rolled out in other areas of the group.