Volksbank Mittelhessen eG is a German cooperative bank headquartered in Giessen. Established in 1858 as Gewerbebank Giessen and consolidated with 164 originally independent banks in the past few years, Volksbank Mittelhessen eG is considered one of the largest cooperative banks in Germany.
Virtual Assistant Recognizes Call Reasons for Volksbank Mittelhessen
The Spitch artificial intelligence (AI) based Virtual Assistant increases customer satisfaction for Volksbank Mittelhessen, reduces employee workload, provides flexibility regarding context-specific greetings to customers, and informs when and why customers call.
Challenge:
Every day Volksbank Mittelhessen receives a significant number of different requests from its customers. All are wishing to get help as quickly and competently as possible. Callers want to speak with the most qualified staff member right away, expecting that the employees should be aware about the call subject and the customer history.
Solution:
The Spitch Virtual Assistant greets a customer and asks about their call topic. The Spitch AI technology recognizes the natural language and forwards the call directly to the best expert available. It is easy to update and add new prompts related to call intents, dialled number, time of day, etc. This is the ideal basis for an efficient and competent consultation with happy customers and happy employees.
Benefits:
- Guaranteed high-precision detection of the call reason in natural language.
- Spitch Knowledge Base integration ensures that voice prompts can be quickly customized and added to the system by the client staff without IT background.
- Flexible outgoing communication supported by calendar functions (holidays, opening hours, etc.).
- Detailed reports about the caller behaviour (who, when, what call topic).
- Setting the stage for further digitalization by speech technologies like voice biometrics, speech analytics, process automation, customer surveys, etc.
- Dashboard helping to make well-informed decisions.
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