When the bot orders the bus
In the district of Neumarkt, a voicebot is improving the telephone accessibility of a DB Regio Bus on-call bus service. The project is being implemented using a digital voice assistant and other solutions from VIER as Vodafone's technology partner.
DB Regio Bus Bayern uses solutions from VIER
calls per week
FCR
handover to the call center
The challenge
Stable, high availability even in the event of staff shortages
The Deutsche Bahn Group is resolutely pursuing its modernization offensive – this also applies to regional transport. The group is also relying on digitalization and artificial intelligence. At its subsidiary, DB Regio Bus, passengers book their rides with an on-call bus service by calling a call center in Nuremberg. The call center is available daily from 7:30 am to 9:30 pm. However, staff shortages are causing waiting times and limited availability of the hotline of the journey request center. What to do? An automation solution was sought to increase availability and even extend it to 24/7 in the future. At the same time, however, callers should still be able to reach the hotline staff personally to process complex transportation requests. The solution: an intelligent voicebot.
What solution does VIER offer?
DB Regio Bus + VIER
Intelligent voicebot in dialog
Benefit
High acceptance on the customer side
The Voicebot currently handles around 700 calls per week - that's 80 percent of the total - and is therefore a complete success. When it comes to simple journeys from A to B, the voicebot takes over the booking in the system. In around a quarter (25 percent) of the calls accepted by the voicebot, the request is somewhat more complex and the call is forwarded to an employee in the journey request center. The handover to the call center takes place for:
In future, DB Regio Bus Bayern will also use Voicebot for on-demand services in the Deggendorf and Passau districts. The artificial intelligence that enables the voicebot to understand speech will also be continuously developed during regular operation, for example to correctly process alternative stop names.
The Voicebot currently handles around 700 calls per week - that's 80 percent of the total - and is therefore a complete success. When it comes to simple journeys from A to B, the voicebot takes over the booking in the system. In around a quarter (25 percent) of the calls accepted by the voicebot, the request is somewhat more complex and the call is forwarded to an employee in the journey request center. The handover to the call center takes place for:
In future, DB Regio Bus Bayern will also use Voicebot for on-demand services in the Deggendorf and Passau districts. The artificial intelligence that enables the voicebot to understand speech will also be continuously developed during regular operation, for example to correctly process alternative stop names.
Customer testimonials
Willibald Gailer
Landrat
"With the voicebot, we reduce waiting times on the hotline for customers who do not yet want to book their call bus via the app. And it enables us to keep service times stable. Neumarkt's on-demand services could benefit from this through higher passenger numbers.
"
Stefan Kühn
Chairman
"Digitization is no longer a dream of the future in customer dialogue. We are proud that we have been able to bring our Voicebot into regular use for this application. We would like to thank the district of Neumarkt for embarking on this journey with us and for supporting the development phase of the Voicebot in the region. We are proud that we were able to successfully implement the project.
"
More about the product
VIER Smart Dialog
Use the potential of ChatGPT in your contact center and increase the efficiency of your telephone customer service. The smart voicebot enables optimized customer experiences through machine learning and advanced AI capabilities.
About DB Regio Bus Bayern
Eight DB bus companies (KOB, VU, OVF, RBO, DRB (incl. DB Regionalverkehr Bayern GmbH), RVO, RVA) serve more than 80 percent of Bavaria and transport around 100 million passengers safely to their destinations every year with almost 3,000 buses. As an important and reliable partner for municipal and private transport companies as well as for transport associations and communities, DB Regio Bus in Bavaria is present throughout the region with branches, customer centers, operating stations and workshops. In addition, individual customer wishes can also be fulfilled with cross-border scheduled services and leisure lines or with the scheduling of demand-oriented services.
Eight DB bus companies (KOB, VU, OVF, RBO, DRB (incl. DB Regionalverkehr Bayern GmbH), RVO, RVA) serve more than 80 percent of Bavaria and transport around 100 million passengers safely to their destinations every year with almost 3,000 buses. As an important and reliable partner for municipal and private transport companies as well as for transport associations and communities, DB Regio Bus in Bavaria is present throughout the region with branches, customer centers, operating stations and workshops. In addition, individual customer wishes can also be fulfilled with cross-border scheduled services and leisure lines or with the scheduling of demand-oriented services.
Further customer projects
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