Service power with AI assistance
With an automatic call summary from VIER based on generative AI, not only is the effort for agents noticeably reduced - the quality of the call summary and thus its benefits increase considerably. Thanks to VIER Copilot!
calls a year
agents
reduced AHT
Challenge
The "Next Level Call Summary"!
Around 2.3 million calls per year are received and processed by 700 agents in the EnBW service centers via the cloud-based omnichannel ACD from VIER. VIER's ACD has been handling cross-location distribution since 2016. EnBW is convinced that a good customer experience does not work without a good employee experience. The systems were therefore designed to provide perfect customer advice. An important part of the request processing is the call summary, in which the request, the processing and the result of the contact are recorded and saved with the contact. VIER Copilot now not only automates this process, but also increases the quality and expands the analysis options.
What solution does VIER offer?
EnBW + VIER
Automation with VIER Copilot
VIER Copilot creates the call summary parallel to the contact and uses ChatGPT for this purpose. By using this generative AI, which is very good at understanding language, the texts are summarized without effort for the agents and practically without errors! EnBW is interested in a correct representation of what happened between the employee and customer, because errors in the summary are unacceptable in the case of complaints, billing questions or consumption.
VIER Copilot creates the call summary parallel to the contact and uses ChatGPT for this purpose. By using this generative AI, which is very good at understanding language, the texts are summarized without effort for the agents and practically without errors! EnBW is interested in a correct representation of what happened between the employee and customer, because errors in the summary are unacceptable in the case of complaints, billing questions or consumption.
Benefit
More information, more structure - less stress
The advantages of the automated call summary are clear: after an initial phase of introduction, the AHT of calls fell significantly and is now around 45 to 60 seconds below the previous average values. This means that the economic benefit of the AI-based call summaries is considerable for EnBW. In parallel to the shorter AHT, the length of the comments has also increased: previously, the comments written by the agents were around 100 characters long - because the agents naturally wanted to keep the effort required for this to a minimum Now the summaries comprise an average of 800 characters, as the effort no longer lies with the agents. And: The manual comments were not very meaningful, mostly unstructured and often missing altogether. In contrast, the call summaries created by VIER Copilot are clearly structured and offer considerably more information. Long summaries can also be summarized and shortened again in a second step by GenAI, which massively increases their usability.
At a glance
ACD & AI are a perfect match!
EnBW has been working with the cloud-based omnichannel ACD from VIER since 2016. With omnichannel routing, call recording and evaluation, customer satisfaction surveys and the outbound dialer, the solution provides the heart of customer service. Functionalities such as the ticket system, staff scheduling, etc. were deeply integrated so that all systems work together seamlessly. In 2024, the solution was supplemented by VIER Copilot for the AI-based creation of automated call summaries, which significantly improves service quality and reduces AHT.
Customer testimonial
Johannes Tügel
Business Lead GenAI
"Investments in Generative AI are worthwhile if the impact behind them is measured and tracked end to end. It is important to consistently involve employees in the change process and to plan for this from the outset. In VIER, we have found the right innovative partner to enable us to focus precisely on this.
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More about the product
VIER Copilot
Support your employees with AI-based automation in customer dialog. VIER Copilot provides recommendations for action based on speech analysis, live transcription and contact reason recognition for efficient processing of customer inquiries.
About EnBW
Energy is the basis of EnBW's business and renewable energies are a key pillar. Since 2013, the Group has invested massively in the expansion of renewable energies, erected wind farms on land and at sea, built solar parks and supported local authorities and households in becoming sustainable energy producers themselves. EnBW is evolving from a traditional energy company into an innovative and sustainable partner for energy and infrastructure. EnBW aims to become climate-neutral by 2035.
Energy is the basis of EnBW's business and renewable energies are a key pillar. Since 2013, the Group has invested massively in the expansion of renewable energies, erected wind farms on land and at sea, built solar parks and supported local authorities and households in becoming sustainable energy producers themselves. EnBW is evolving from a traditional energy company into an innovative and sustainable partner for energy and infrastructure. EnBW aims to become climate-neutral by 2035.
Further customer projects
