UmweltBank AG is a direct bank specializing in sustainability, headquartered in Nuremberg and founded in 1997. It employs around 400 people and serves over 195,000 customers in Germany. The bank exclusively finances projects in the renewable energy and sustainable real estate sectors. In doing so, it drives the energy transition and promotes social and ecological housing construction. The green bank also offers sustainable financial products, ranging from current accounts and savings products to securities.
Personalized service, intelligently controlled
How UmweltBank optimized its customer service with the Spitch solution: Rather than replacing its advisors, UmweltBank uses AI to connect callers more quickly with the right person, reduce waiting times through callbacks, and preserve its identity as a personal advisory bank, even as day-to-day customer demand continues to grow.
Challenge:
As an advisory bank, UmweltBank places great importance on telephone accessibility. However, with around 400 calls per day, heavy peak loads on Mondays, and continuous customer growth, the traditional on-hold model was reaching its limits. A solution was needed that would clearly utilize AI to provide support without replacing personal contact.
Solution:
The Spitch Virtual Assistant is used for intelligent call routing. It recognizes the caller’s request in natural language, assigns it to one of more than 40 categories, and forwards it directly to the responsible team. An integrated callback solution further reduces waiting times. Response texts and rules can be customized flexibly, dashboards provide transparency, and the system runs in an EU cloud.
Advantages:
- 90% call reason recognition rate
- Over 40 call reasons for precise classification
- Callback instead of waiting on hold: less frustration, more peace of mind
- Immediate, high acceptance among existing customers across all age groups
- Smooth go-live without start-up difficulties
- Full transparency regarding call volumes and request types
- Data protection compliant operation in the EU cloud
- AI provides clear support without replacing personal contact
