December 2023 - Susi & James

Minimize processing times

Posted on December 12, 2023 by medina

Legal representation

The volume of calls at law firms exceeds the availability of administrative staff. A particular challenge is that call volume is subject to cyclical fluctuations. As a result, many calls go unanswered during peak times. Without the SUSI, the Digital Assistant Secretaries had to take down the callers’ requests during time-consuming conversations and forward them in brief notes to the appropriate legal representative for processing.

Since the partnership began, SUSI has been assisting the secretariat staff. It handles all calls that the secretariat team cannot process. During the call, the caller states the reason for the call, and the AI classifies the issue. Depending on the identified issue, SUSI either asks specific follow-up questions or answers the caller’s question immediately.

It then sends a summary, including the requested case numbers, to the relevant department or directly to the legal representative in question. SUSI also informs the caller which documents can be sent to the law firm in advance. This reduces the number of follow-up calls and minimizes processing time.

Braving seasonal events

Posted on December 12, 2023 by medina

Municipal utilities and public utilities

The energy supply business is heavily influenced by seasonal events. Price increases, bill mailings, or new energy rate plans cause many customers to contact the energy supplier within a very short period of time. With a shortage of skilled workers and an already enormous workload, it is not always possible to handle the volume of incoming calls.

The digital assistant SUSI is part of the SmartOffice It has the necessary skills and experience to provide direct support to energy utilities and other public utilities. It handles all incoming calls and routes them based on the nature of the inquiry. In the case of critical issues, such as a gas outage, it forwards the call directly to the emergency dispatch center.

By automating the processing of meter readings, advance payment adjustments, and invoice changes, employees free up time that they can devote to more client-focused conversations with customers.

Focus on the Guest

Posted on December 12, 2023 by medina

Hotel and Restaurant Industry

Companies in the hotel and hospitality industry often face the same challenges: staffing shortages, a lack of skilled workers, and a high volume of phone inquiries directed at the service team. This is where our SmartOffice from guest services to follow-up procedures. Our AI takes over phone calls, freeing up the hotel staff so they can focus on SmartOffice 2.0 now devote more time to the guests in the house.

Our technology categorizes the issues raised by callers and routes them to the appropriate team members. This enables us to provide a prompt and professional callback when necessary.

Always available

Posted on December 12, 2023 by medina

im Car Dealership

Reaching car dealerships by phone presents a variety of challenges: Customers call outside of business hours, employees are in the middle of conversations with customers that they don’t want to interrupt, or all lines are busy. Yet contact from potential buyers, in particular, is worth its weight in gold. This is where our artificial intelligence comes in—which, at the Renault Retail Group whose name is Zoe –

Zoe handles the overflow of incoming calls and engages with customers to address their concerns. The system’s machine learning AI forwards the information to the appropriate departments. This not only improves the accessibility of the dealerships but also speeds up the processing of customer inquiries and reduces the workload on employees. Furthermore, without requiring additional resources, the customer experience is significantly enhanced and the time to resolution is reduced.