European Customer Champion (EUROCC)

Energy as a product has become massively more important to customers in recent years. This is due to concerns about sufficient availability, the drive towards a more sustainable energy transition and the massive rise in electricity prices.

The latter also means that an increasing number of customers are struggling to pay their electricity bills and payment difficulties are becoming a real problem for many. Deep dives together with our customers have shown that more anonymity, better availability and greater time flexibility are key in a sensitive area. We have therefore supplemented the assisted telephone and email channels with an attractive, round-the-clock self-care offering and also created options for finding payment agreements tailored to individual situations.

In an industry that is characterized by a focus on basic services and measuring points, we have broken new ground with the ambition of moving away from a “money collector” approach to dunning processes and towards a solution provider with a pronounced “service approach”.

Groupe Mutuel has redesigned, simplified and improved the experience on the telephony channel with a new IVR callflow, complemented by the implementation of a cross-channel callback solution.

This is noticeable at customer, employee and business level. The customer experiences an improved customer experience (CX) by halving the waiting time within the IVR compared to the old solution. From a waiting time of around 45 seconds, they are proactively offered a callback, which is made on time and on schedule. This is underpinned by an NPS of over 50 points for the callback solution. It also shows that customers who have used this solution once prefer it in the long term and continue to use it to contact Groupe Mutuel.

Thanks to the new IVR and the redefined callflow strategy, employees receive the calls that best match their skills and can therefore provide Groupe Mutuel customers with better advice. The management of the telephony channel is leaner (100 fewer queues), more flexible and more autonomous with the new callflow, so that the various day-to-day challenges can be mastered independently.

By using Parloa AMP, BarmeniaGothaer was able to significantly improve its customer service in Wuppertal. Particularly noteworthy is the faster processing of concerns and more precise forwarding to the right contact person. Customers benefit from the natural and precise conversational skills of AI agent Mina Knellenfalls, who ensures that they are better understood and supported more efficiently.

Thanks to this innovative solution, calls to the switchboard have been reduced by 90%. This has resulted in savings of more than EUR 100,000 per year and a much better use of resources. In addition, 70% of callers say that the interaction with Mina has noticeably improved the customer experience - especially as multiple transfers to other employees in the company were reduced and the contact center agents were optimally prepared for the calls. This contributed to an impressive 140% increase in the Net Promoter Score.

The integration of AI technology not only shortened response times, but also significantly increased caller satisfaction.

Customer centricity and automation are no longer a contradiction in terms. The classic contact center is becoming a digital service center in which self-service is also becoming increasingly relevant. A hybrid team of human expertise and technological efficiency.

Automation and AI are a great tool, but not a panacea; customer service needs competent employees who put their heart and soul into dealing with customers' concerns. Decisions have to be made at very short intervals due to constantly new challenges, and conditions can no longer be frozen over longer periods of time.

In figures: Service level improved by up to 50%, availability close to 100%, costs for clients reduced by 50%, mail processing times reduced by 40%, sickness rate significantly reduced.

A central component of our customer-oriented transformation is the use of state-of-the-art artificial intelligence (AI), which has enabled us to significantly improve our service quality along the entire customer lifecycle - from onboarding new customers and next-best-product offerings to AI-supported retention and win-back strategies.

Our virtual AI assistants relieve our employees by taking over non-value-adding activities and giving them the capacity to focus on direct interactions and delighting our customers. Our self-developed AI applications include the AI-Assist, which composes email drafts in record time and triggers follow-up processes, an AI-Voicebot and an innovative Summary-Bot, which automatically summarizes interactions and documents them seamlessly in the CRM.
We also use AI to efficiently triage emails and thoroughly check applications before issuing documents.

The impact is significant: increased employee satisfaction, higher customer satisfaction and accelerated growth.

How can we develop an intelligent solution that revolutionizes customer service and acts as logically as an experienced employee? Our answer: The Logical Brain. GenAI bots may be popular, but they are often expensive, inefficient and unsustainable - and if used incorrectly, equally problematic for the environment and the budget.

With The Logical Brain, we have created a central hub that analyzes and interprets the entire life cycle of a package and executes the next logical action. And the best part:
✔ Rule-based and reliable
✔ Easy to integrate
✔ Multilingual - of course!
✔ Cost-efficient - yes, really!