More customer satisfaction and efficiency in customer care through automatic pre-classification of email requests


The Challenge

Already at the beginning of 2017, ImmobilienScout24 developed the idea of using artificial intelligence in customer service to standardise and process repetitive processes. After completing the pilot phase, in which three different AI providers were compared, the company decided on the automation solution from VIER. The goal was to use AI to classify transactions. In this context, requests were to be correctly assigned according to topic. Through the fast, fully automated assignment of requests, Immobilienscout24 intended to increase customer satisfaction through a better response rate and short waiting times.

The Solution

Since 2018, ImmobilienScout24 has been relying on the advantages of artificial intelligence and using the new technology in customer service for the pre-classification of written customer requests. With the help of the automation solution, enquiries reach their destination faster and employees gain more time to pursue advisory and consulting activities. With a cross-channel daily volume of 2,000 customer transactions per day, the automatic pre-qualification in the area of e-mail already significantly increases efficiency in customer service. At the staff level, the service teams benefit from less stress and satisfaction in their daily work. The processing effort of recurring customer transactions is minimised in favour of process optimisation and more customer satisfaction.

About ImmobilienScout24

ImmobilienScout24 is the leading real estate platform on the German-language Internet and the No. 1 for everything related to real estate. Every month ImmobilienScout24 provides support with a wide range of services, innovative products and valuable tools for making decisions. With over 14 million visitors per month, ImmobilienScout24 helps users find their new home or the right rental flat. Since 2004, around 12 million property offers have been advertised on ImmobilienScout24. Around 150,000 new properties are added every month. 

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