The goal: Customers should receive reliable information 24/7, while the employees in the call center of the Road Traffic Office are relieved in order to improve both customer satisfaction and the work situation of the employees.
The process: Together with their product partner Spitch, Adnovum combined automatic speech recognition (ASR) with bot technology and trained a voicebot on a variety of questions. The UX team ensured an intuitive flow of dialog. All software components were installed on site at the Road Traffic Office to ensure data protection.
The result: Out of office hours, the voicebot reliably and efficiently answers the most common questions. During office hours, the voicebot helps to relieve call center employees, especially with increased call volume, allowing employees to focus on more complex concerns.