Azienda Multiservizi Bellinzona (AMB) is an autonomous public utility company for the city of Bellinzona, Switzerland. It serves as a key operational arm of the municipality, supporting its environmental, energy, and economic development policies.
The Power of Three: How Azienda Multiservizi Bellinzona (AMB) Optimized Operations with Voice Bots and a Chatbot
Platformic AI’s solution at AMB provides 24/7 support across three key operations: Customer Service Center, the Operations Control Center for outages, and a Gen AI chatbot. Together, these tools deliver a comprehensive digital experience for all customers.
24/7 Handling calls, Call back function, Multichannel >>> Better customer support, Personalized service, Covering customers need
Challenge:
AMB faced significant challenges that affected both its customer service and internal operations. Long queues led to a significant number of lost interactions. The company’s Customer Service Center operated only during standard business hours and had no chat channel. The most critical issue was coping with peaks in call volume during outages. The same employees responsible for restoring power were also tasked with answering a barrage of incoming calls, creating a bottleneck that impeded the team’s ability to address root causes. It also forced employees to spend considerable time on low-value tasks instead of high-impact work.
Solution:
To address these challenges, AMB implemented a solution based on the Spitch Collaborative Agentic AI Platform, deploying three interconnected components to create a comprehensive 24/7 service ecosystem. First, a voice bot was integrated into the Customer Service Center to handle the 20 most frequent customer inquiries and offer a callback function, allowing customers to schedule a call with an agent at a convenient time. At the same time, a new chatbot was launched for customers who prefer text-based communication, delivering an end-to-end digital experience powered by GenAI. The most critical component was a dedicated voice bot for the Operations Control Center, which now automatically handles all incoming calls during outages, freeing employees to focus on high-value tasks.
Benefits:
- No wait times: customers receive information quickly and reliably, 24/7.
- AMB can handle 100% of customer interactions, with the emergency voice bot handling up to 30 simultaneous calls during outages.
- Customer service employees are significantly relieved – rather than answering repetitive questions and appeasing impatient customers, they can focus on delivering higher-quality service on more complex requests.
- Boosting productivity – the relief provided by the virtual assistant increases employee satisfaction and motivation.
- Smart customer service for the digital generation enhances the organization’s reputation.
- Cloud-based service complies with Swiss data regulations.
- No upfront IT investment required.
