AI assistance through the use of a voicebot
After the monthly invoice run, PVS holding’s customer service team regularly sees a spike in call volume. Because this varies considerably from month to month and is sometimes hard to predict, reliable staff planning used to be a particular challenge. At peak times this meant not every call could be answered, and customers had to raise their query more than once.
To improve availability for the long term and deal with customer queries faster, PVS holding decided in the middle of last year to deploy an intelligent voicebot solution. The aim was to automate recurring queries in a structured way while noticeably raising service quality.
The solution for handling and processing calls efficiently
Every incoming call is reliably answered by the voicebot, which greets the caller and records their query. General questions can in part be answered entirely automatically by the voicebot from an FAQ catalogue. These include, for example:
- Changes of address
- Providing bank details
- Arranging instalment payments
- Resolving duplicate payments
Invoice-related queries can also be handled efficiently. Once the relevant invoice number has been requested, the caller has the following options:
- Information on payment status (outstanding, part-paid or paid)
- Requesting a duplicate or copy of an invoice
- Answering questions about a payment reminder
To answer these queries automatically, the voicebot accesses two of PVS holding’s internal interfaces in real time and processes the results while the call is still in progress.
If a query cannot be resolved automatically, the caller is transferred directly to a member of the PVS service team. The conversation so far is already documented in the customer management system, so the caller does not have to explain their query again.
Conclusion: measurable improvements for customers and staff
Since introducing the voicebot solution with Corazon, PVS holding has improved its service quality by 12%. Where previously many calls went unanswered on particular days because volume was hard to forecast, today every call is answered. Up to 10% of queries can be handled automatically and resolved on the spot.
There is a clear internal benefit too: staff are noticeably relieved and can focus on more complex cases. “What is particularly valued is that when a call is taken over, the caller’s query is already set out in a structured form in the system,” says Saskia Koblitz, Head of Corporate Development.
What we provide:
- Analyses and sorts individual enquiries, understands naturally spoken language
- Can be used multilingually in over 80 languages and dialects
- Transcribes everything said during a call
- Extracts relevant data into a call summary
- Handles enquiries to completion or transfers them to a named contact
Your benefits:
- Save time and costs
- Staff can concentrate on complex cases
- Relief for customer service, higher contact rate
- Better data quality, fewer misunderstandings
- No overloaded hotlines, consistent service
- Better traceability, compliance with legal requirements (e.g. GDPR, German Civil Code)
- Reduced cost per case handled