Challenge:

Digital transformation represents a fundamental change in the way Swisscard works. It opens up new possibilities for process automation, customer experience improvement and enables new forms of work. The implementation of the Swisscard IVR System by Spitch has led to an exchange of know-how and made a lasting impact on Swisscard as a company.

Solution:

The Swisscard IVR system picks up the call and asks for the contact reason. The Spitch Virtual Assistant understands the natural language determining the call reason, i.e. the call topic). Based on the «call topic» the customer call is routed automatically to the next best customer service representative with the required skills. The customer service representative receives the call along with a text pop- up showing the reason for the call.