Challenge:

SES receives around 75,000 phone calls per year on 0800 and 0848 numbers, with employees answering calls only during business hours. Customer support and billing inquiries also arrive in high volumes via email. As customers often contact SES for basic information, the responses can easily be automated, enabling the customer service staff to focus on higher-value tasks and deliver an even better quality of service.

Solution:

A virtual assistant solution developed by Spitch enables SES to easily handle customer phone calls 24/7. The virtual assistant can answer frequently asked questions in Italian and German, quickly and accurately. After each call, an automated SMS with the relevant follow-up information is sent, enhancing clarity. By using this solution, SES is able to further increase customer satisfaction and employee experience by offloading repetitive tasks to a robot. The virtual assistant is constantly updating itself to provide even better service, with deep reporting and monitoring capabilities allowing to determine areas for further automation and deliver insights on customer behavior. The solution is provided as a managed cloud service, avoiding additional IT infrastructure costs and allowing SES to focus on core business functions. An LLM-based chatbot on the SES website complements the voice assistant, allowing customers to interact through their preferred channel, both in Italian and German.