davero dialog is an owner-managed company with 650 employees that has been implementing high-quality customer dialogs as a reliable outsourcing partner since 1988. Since its founding, davero dialog has connected companies from various industries with their customers through sustainable dialogs that promote and facilitate authenticity, emotionality, and brand-appropriate elements.
AI-powered Training Simulator for the Contact Center
Spitch Agent Training solution increases efficiency, quality and customer satisfaction through realistic call simulations.
~50 % shorter agent training time
~30 % lower onboarding costs
Challenge:
davero dialog, a contact center service provider with 650 employees, faced several challenges in agent onboarding: high turnover, long training periods, and a lack of practical experience among new agents led to inefficient training and varying service quality. Traditional training methods and resource-intensive side-by-side coaching are time-consuming, difficult to scale, and inconsistent in quality.
Solution:
Spitch developed a voice user interface (VUI) for the PFM in close cooperation with SGKB and Crealogix. The customers can now talk to the Personal Finance Manager within the SGKB app to get detailed information about incoming and outgoing transactions on their accounts. They can choose any kind of income or spending categories in a selected time-frame.
To address these challenges, the Spitch Agent Training Simulator was implemented—an AI-driven training platform that combines realistic call simulation and automated feedback.
Key Features:
- Practical Simulations: Realistic customer calls in a safe environment, enhancing competence, precision, and customer understanding.
- Customizable Scenarios: Quickly create or import scenarios with
variable emotionality, language, accents, and conversational tones (friendly, irritated, etc.). - Efficient Learning Curve: Reduce onboarding time by up to 50%
through intensive, practical learning with AI simulations. - Automated Feedback: Direct assessments and concrete suggestions for improvement after each simulation, fostering lasting competency growth.
Benefits:
- Practical training: Realistic customer conversations – even in complex
or emotional situations – optimally prepare agents for their daily work. - Increased efficiency: Faster deployment through simulation instead
of lengthy in-person training significantly reduces training time. - Cost savings: Up to 30% lower onboarding costs, with less effort required for trainers and training logistics.
- Continuous training: Continuously improves skills and can be used flexibly for new products or to optimize conversation skills.
