Volksbank Kraichgau eG is a large cooperative regional bank with a long tradition. The cooperative was founded in 1867. As of December 31, 2025, the bank employs 1,161 staff, serves 339,370 customers, and has 141,856 members. The branch network includes 56 branches plus 8 VR-SISy locations. The total balance sheet amounts to 10.5 billion euros.
From Standard Routing to Intelligent Control
Volksbank Kraichgau Realigns Its Customer Service Center with the Spitch Solution.
Volksbank Kraichgau uses AI not as a substitute for humans, but to quickly direct callers to the right contact person, effectively deliver specialized services in the contact center, and make daily operations easily manageable.
Challenge:
Every day, Volksbank Kraichgau receives numerous phone inquiries. Customers expect prompt assistance, short pathways, and a contact person who understands their issues precisely. At the same time, complexity, product diversity, and regulatory requirements are increasing. The traditional generalist model in customer service is facing growing limitations.
Solution:
The Spitch solution engages callers in a natural language dialog to accurately determine their needs. Customers can bypass keypad menus and simply articulate their issues. The system recognizes the reason for the call in real-time, correctly categorizes it, and seamlessly directs the call to the appropriate skill group or specialist. Additionally, a live dashboard provides transparency into call reasons and volumes. Message texts and operational rules can be adjusted flexibly to enhance performance.
Benefits:
- Direct assignment to the appropriate specialist eliminates unnecessary transfers.
- Achieves over 90% accuracy in call reason recognition and routing.
- Provides faster solutions for customers.
- Enhances planning efficiency within the contact center.
- Facilitates quicker onboarding for new hires and career changers.
- Receives high acceptance from both customers and staff.
- Enables flexible responses to campaigns, disruptions, holidays, and peak periods.
- Increases transparency through comprehensive reporting and dashboards.
