Customers have shaped Spitch since the beginning. You can have the strongest conversational AI platform in the world, but it’s the human conversations that happen at the application level that lead to the greatest success.
Conversations about a customer’s past strategy, what’s working and what needs to change. Conversations about the future—where the business is going and where the greatest need will be. Conversations about the best application for your business needs.
Thankfully, the Spitch platform is built to support many tailored applications and use cases. And it’s through this process of tailoring and customization that its value proposition shines through.
So rather than tell you what our value proposition is, we’d like to show you from the customer’s point of view—customers who have gone through this process themselves and stayed with us ever since.
This is the second post in our Spitch: 10 Years of Insight blog series. Read the first post here.
It starts with a proprietary core component architecture that allows customers to seamlessly acquire and integrate cutting-edge tech from any source—hyperscalers, your own AI teams, and anywhere else.
This open approach empowers customers to leverage the best-fit technology available, while taking advantage of large-scale data centers and elastic cloud platforms, such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP).
“Spitch’s voice biometrics system and the voice bot were integrated into the bank’s customer center infrastructure seamlessly. Identity verification by voice biometrics meets all the regulatory and legal standards, including active opt-in, and the voice bot provides useful self-services 24/7. The fact that the voice bot solution achieved a podium place in the Best Bot Award encourages us to consistently develop our services in line with the wishes of our customers.” Manuel Kunzelmann,
CEO of Migros Bank
Thanks to this seamless integration with existing contact center infrastructure, Migros Bank has seen the average call processing time decrease by 20%.
Read the Migros Bank
Case Study →
Customers expect a flexible purchasing and support model for their product, regardless of how the software is deployed. Spitch customers choose the deployment option that best suits their requirements for ease of use, security, and control, without sacrificing ongoing post-sale support (user training, maintenance, patching, and so on).
In some cases, as with Baloise Group, that choice is hybrid, in which certain components are cloud-based while others are on premises. For its Virtual Assistant deployment, for example, Baloise required an on-premise and cloud deployment to achieve the right balance between data privacy protection and efficiency.
“Spitch’s simple and highly efficient system provides value by helping us to reduce waiting time, offers efficient call routing and above all improves customer experience”. Beate Hofferbert-Junge,
Head of Non-Life Customer Service and Member of the Management Board Operations & IT at Baloise Insurance
Today, 85% of cases reach the appropriate expert the first time, for customers who describe their query to the Baloise Virtual Assistant.
If an all-in-one solution makes business sense for a customer, they certainly have that option. Typically, customers take advantage of Spitch’s modular offering, choosing only the service components they need.
This could be a combination of Virtual Assistant, Voice Biometrics, and Knowledge Base. Or in the case of Enercom Luce e Gas, a dedicated Speech Analytics solution for automated compliance verification of verbal orders.
“Adopting Spitch's Automated Compliance Management System has enabled us to automatically check 100% of all the sales contracts within the next business day, greatly reducing the level of human effort. The machine takes care of repetitive tasks, and we can dedicate the excellence of our human resources to activities of greater value.”
Angelo Asciano,
Customer Operation and Innovation Director.
Today, 100% of conversations are automatically checked, freeing up time for Enercom staff members while reducing cost and risk.
Trust is everything. To make the right decisions for their business, customers need 100% confidence in the expertise they receive from vendors. Which is why Spitch has built a deeply experienced leadership team since the beginning, earning regular recognition by market leaders.
Customers like Swisscard not only rely on this level of expertise, but demand it. They’re category leaders in their own right, responsible for delivering excellence to their customer bases. Any new technology they adopt must be fine tuned to meet the highest standards.
Since implementing the Swisscard IVR System by Spitch, Swisscard has improved first contact resolution rate and net promoter score (NPS) significantly.
Read the Swisscard
Case Study →
If we went around telling every customer what the value of Spitch is to their businesses, our company might not have made it through the first decade. Instead, we’ve worked hard to show customers the value by taking the time to understand each one’s unique business landscape.
It’s not always sunshine and rainbows. The process involves asking the tough questions, dissecting pain points, and collaboratively navigating the complexities of each environment. But we’ve found that by embracing these conversations, we can better unlock the full potential of Spitch's modular architecture and cutting-edge capabilities.
Because in practice, the Spitch UVP is as unique and valuable as each business it serves.
