AMAG Group AG is one of the largest Swiss family-owned companies, with around 7,600 employees, 800 of whom are apprentices. As the main importer and dealer for brands such as Volkswagen, Audi, ŠKODA, SEAT and CUPRA, the AMAG Group, with over 85 locations, offers a comprehensive range of mobility solutions – from leasing and car subscriptions to innovative solutions in the field of electromobility and sustainable energy concepts.
Spitch Virtual Assistant at AMAG Import AG: Routines automated. Support optimized.
Spitch Collaborative Agentic AI Platform. 24/7 after-sales support for AMAG imports. Always available. Always precise.
Handling calls >>> Improved customer service, More efficient use of resources, Optimized employee experience
Challenge:
Before implementing Spitch’s Conversational Agentic AI platform, AMAG Import AG’s customer support team faced a heavy workload. Simple, frequently recurring requests – such as “Please send me the manual” or “I can’t log into my vehicle app (e.g., the ŠKODA app)” – took up a significant amount of employees’ time, preventing the team from focusing on more complex, higher-value matters.
To ensure coverage during both peak and off-peak periods, AMAG engaged an external contact center. While this improved accessibility, handling standardized requests remained a key obstacle to delivering efficient, scalable customer service. These recurring requests continued to tie up resources, whether handled internally or externally.
Solution:
By deploying a 24/7 virtual assistant, AMAG automates the handling of common customer inquiries. The assistant accurately recognizes and answers standard questions, reducing reliance on external call centers.
This leads to a noticeable reduction in operating costs and a significant increase in efficiency. Routine inquiries are resolved digitally, freeing employees to focus on more complex, consultation-heavy cases. Support is tailored by brand, ensuring customers receive precise, relevant information immediately. After
each interaction, the system automatically sends a text message with additional links or instructions –for example, how to install vehicle apps or access digital manuals. The Spitch Voice Bot flexibly scales capacity, optimizes resource allocation, and ensures fast, reliable communication at all times – a key contributor to higher customer satisfaction.
Benefits:
- No waiting time: Customers receive information quickly, reliably, and around the clock.
- Routine inquiries are handled automatically, allowing employees to focus on more complex issues and deliver high-quality support.
- Virtual assistants relieve the burden on customer service, increase team satisfaction and motivation, and boost productivity.
- Smart customer service for the digital generation also strengthens the company’s image.
- The result: lower operating costs – without any initial IT investment.
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