AMAG is the largest car dealer and importer in Switzerland selling approximately 80% of all VW, Audi and Skoda vehicles in the country. The AMAG contact centre receives about 1’500 calls per day for their car spare parts division.
Voice-driven Virtual Assistant for AMAG
waiting time for AMAG customers is reduced to a bare minimum – the system answers every call after the first ring tone – improving the customer experience.
Average call handling time reduced by: 15 seconds
Challenge:
Normally, the AMAG contact centre agent would ask the caller for the vehicle identification number (VIN) that serves to identify any car in the world. The agent will then have to manually enter this number into the application, get the details of the specific car on the screen and continue the conversation about the requested car parts.
Solution:
Spitch’s Virtual Assistant asks the caller for the VIN, the car brand and model, before connecting with the AMAG agent. The system cross-checks if the recognised VIN is matching the car model and brand – and, if positive, steers the call immediately to the right agent. The solution automatically displays the car details on the screen for the agent.
Benefits:
- Mismatching VINs are detected early on.
- The average call processing time is reduced by approximately 15 seconds.
- Deployment of this solution sets the stage for further robotic process automation (RPA) and AI-driven management of business processes in the future – towards fully automatic information systems.
Related Case Study
CSS Customer Service Excellence with Spitch Virtual Assistant and Return-Call Option
AI-driven Customer Experience Enhancement at Hera Group
