The health insurance company BARMER introduces a digital assistant in its service department. The voice bot recognizes natural speech and classifies customer inquiries. Standard requests, such as changes of address or the dispatch of a new insurance card, are handled by the bot itself, while more complex requests are forwarded to the service center staff. With its digital approach, BARMER has reduced the processing and waiting times of policyholders and improved the customer experience.
"Press 1 for..." – people seeking advice who call helplines sometimes have to work their way through a confusing speech menu, just to hear at the end: "The next free employee will be available in two minutes." Waiting times are pre-programmed in traditional contact centers. Although BARMER received several awards for its service, it wanted to further optimize the current service processes. The service should be more accessible, the concerns of those seeking advice should be solved more quickly, employees should have more time for callers.
The existing solution offered the usual solutions of a UCC system or a multi-channel contact center. But BARMER wanted to take the next step towards efficient, high-quality customer service: Shorter waiting times, faster processing of inquiries, more time for detailed discussions on complex issues.
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