AI-based assistance in real time

In this use case, we show how VIER Copilot, together with our omnichannel ACD, can support VIER engage agents in processing customer inquiries quickly.

Classic situation in the service center

Example: Ordered goods were not delivered

A customer has ordered goods that have not yet been delivered. He/she contacts the service center of the company from which the goods were ordered by phone. An agent from the service center answers the call.

With the help of VIER Copilot as a supplement to ACD VIER engage, the caller can be helped quickly.

Fast problem solving thanks to AI assistance

Step 1

Automatically record and display customer data

Collage of two excerpts from the VIER Copilot user interface showing entity recognition with the corresponding customer data displayed.

The agent asks Martin for his customer number and date of birth for identification purposes. Thanks to VIER Copilot, the following information is automatically displayed to the agent in the client interface:

Contact details
Details of the last order
Article/product information incl. stock level
Delivery status (shipping company)
Recommendations for action from relevant wiki entries

The agent then sees that the order has been lost by the shipping company.

Step 2

Trigger action with one click

Excerpt from the VIER Copilot user interface showing DHL shipment tracking for an order with a corresponding button to execute an automated action.

Based on the information received, predefined quick solution buttons are now available to the agent:

Cancellation options and request for re-shipping by carrier
Pre-filled form for reshipment after prior comparison of the stock level
Voucher dispatch as compensation

With the help of these quick actions, the:agent:in now uses a button to submit an investigation request to the shipping company and offers to deliver a new laptop to Martin. The:agent:in also sends a voucher by email as compensation for the lost order.

Step 3

Minimal post-processing thanks to automation

Excerpt from the VIER Copilot UI showing the AI-generated summary of a customer order.

After the customer call, the agent records the process with just one click:

VIER Copilot automatically creates a record of the conversation
The call summary is automatically attached to the new order
the agent is ready for the next call

Increasing efficiency with VIER Copilot

40%

higher upsell rate

100%

Less post-processing time

50%

Time savings during processing

What happens in the background

More about the products

Our solution for AI-based automation

AI assistance in customer contact with VIER Copilot

VIER Copilot analyzes customer inquiries in real time, recognizes relevant information and offers targeted recommendations for action. All on one interface.

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Omnichannel Cloud Contact Center VIER engage

Europe's best cloud ACD: our contact center software VIER engage for inbound and outbound as a complete solution from the German cloud. Flexible and scalable.

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