PVS holding optimizes customer service through the use of an intelligent voicebot
After the monthly dispatch of invoices, the customer service team at PVS holding regularly experiences an increased volume of incoming calls. As this volume varies significantly from month to month and is partly difficult to predict, reliable staff planning had been a particular challenge in the past. During peak periods, this sometimes meant that not all calls could be answered and customers had to present their request multiple times.
In order to sustainably improve accessibility and process customer inquiries more quickly, PVS holding decided in the middle of last year to implement an intelligent voicebot solution. The objective was to automate recurring requests in a structured manner while noticeably improving service quality.
The solution for efficient call handling and processing
All incoming calls are reliably received by the voicebot, which greets the caller and records the respective request. General questions can partly be answered fully automatically by the voicebot through an FAQ catalogue. Examples include:
- Address changes
- Submission of bank account details
- Arrangement of installment payments
- Clarification of duplicate payments
Invoice-related inquiries can also be handled efficiently. After requesting the relevant invoice number, the caller is offered the following options:
- Information about the payment status (open, partially paid, or paid)
- Requesting a duplicate or copy of an invoice
- Answers to questions regarding a payment reminder
To answer these requests automatically, the voicebot accesses two internal interfaces of PVS holding in real time and processes the results directly during the ongoing call.
If a request cannot be resolved automatically, the caller is transferred directly to a member of the PVS service team. The previous conversation history is already documented in the customer management system, so the caller does not have to explain the request again.
Conclusion: Measurable improvements for customers and employees
Since the introduction of the voicebot solution with Corazon, PVS holding has increased its service quality by 12%. Whereas previously many calls on certain days could not be answered due to the difficult-to-predict call volume, every call is now received. Up to 10% of requests can be processed automatically and fully resolved.
Internally, the benefits are also clear: employees experience noticeable relief and can focus more specifically on complex cases. Particularly appreciated is the fact that when a call is transferred, the caller’s request is already structured in the system, explains Saskia Koblitz, Head of Corporate Development.
Our services:
- Analyzes and categorizes individual requests and understands naturally spoken language
- Multilingual use in more than 80 languages and dialects
- Transcribes all content of a conversation
- Extracts relevant data for a conversation summary
- Resolves requests automatically or forwards them to a personal contact
Your advantages:
- Save time and costs
- Employees can focus on complex cases
- Relief for customer service and higher contact rate
- Higher data quality and fewer misunderstandings
- No overloaded hotlines, consistent service
- Better traceability and compliance with legal requirements (e.g. GDPR, BGB)
- Reduced cost per case handling