AI in Customer Service: Digital Employees for Retail & Service

Our Digital Associates for Retail & Service can be easily integrated into a wide variety of system landscapes. The scalable architecture allows a step-by-step introduction into your company. Repetitive, time-consuming, non-value-adding processes are often among our customers' problems and lead to employee dissatisfaction.

In particular, we use our AI-based telephony solution, the Smart Office, for our customers. Our artificial intelligence SUSI ensures 100% availability, which leads to higher customer satisfaction. Our individualized digital employees open up far-reaching possibilities for optimizing a wide range of business processes. In this way, we create space for value-adding activities of human employees.

Smart Office - our solution for your call center

Condition without SUSI

Condition with support by SUSI

Status at complete takeover of the communication channels

Condition without SUSI

Condition with support by SUSI

Status at complete takeover of the communication channels

Our value proposition

Accelerated
Processes

Higher quality and standardization

Reduced
Communication-
expense

Permanent
Availability

Reduces repeat errors

Simply
Integrable

Better
Document management

Cost-saving

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Use Cases of our AI in Customer Service

Constant accessibility

Car dealerships: The accessibility of car dealerships by telephone is a challenge in many ways: customers call outside opening hours, employees are in a customer conversation that they do not want to interrupt, or all lines are busy. Yet contact, especially from potential buyers, is worth hard cash. This is where our artificial intelligence - which at Renault Retail Group goes by the name of Zoe - comes in. Zoe takes over the telephone call overflow and records the relevant request in a dialog with customers. The system's learning AI forwards the information to the specialist departments accordingly. This not only leads to better accessibility of the car dealerships, but also to accelerated processing of customer concerns and relieved employees. In addition, without the need for additional resources, our AI in customer service significantly improves the customer experience and reduces the lead time to problem resolution.

The guest in focus

Hotel and hospitality industry: Companies from the hotel and hospitality industry are often confronted with the same problems: strained staffing situation, shortage of skilled workers and many telephone inquiries to the service team. At this point, our Smart Office provides support from guest service to case closure. The hotel employees are relieved by a takeover of the telephone calls by our AI in customer service and can now devote themselves more intensively to the guests in the house. Our technology classifies the recorded concerns of callers and provides them to the right team members. This means that - if necessary - a quick and competent callback is possible.

Use cases from specific areas

Logistics

Our projects in logistics

More information

Production

Our projects in production

More information

References

"It's hard to imagine our 13 locations without SUSI as a digital employee. Renault Retail Group faced the challenge that our employees were not able to answer all telephone inquiries at peak times. The many calls meant that the service did not always meet our standards or those of our customers. With SUSI, we have found a way to handle all contacts - on the phone as well as on the floor - with the necessary time and attention. Thanks to SUSI, we no longer lose any calls. In addition, SUSI enables our employees to make structured contact thanks to recorded contact data and concerns. Thanks to SUSI, we not only save time, but also increase the satisfaction of our employees and customers."

Sebastian Lange - Leiter IT & Customer Callcenter, Renault Retail GroupDigital employee takes over call overflow in call center

"At Autohaus Heidenreich, we have decided to be available to our customers around the clock. However, this would not be possible with our team alone. We are glad that our digital employee Anna is actively supporting us in this with an extended call acceptance."

Timo Göbel - BDC Manager, Autohaus Heidenreich GmbHDigital employee takes over call answering

"Our customers expect the highest standards of service from us. These expectations also include constant availability of the reception desk. However, this is not always possible in daily operations. In these cases, SUSI steps in and takes care of the caller's initial questions and concerns. More complex, consultation-intensive issues can be handled quickly by the team thanks to the information gathered by SUSI. It's nice to know that SUSI has our back."

Vanessa Engelhorn - Reception Manager, Hotel KönigstuhlDigital employee ensures that the reception desk is always available