About this post:
I used my own CustomGPT to create this post. The CustomGPT has used a transcript of a conversation between myself Sandra Maria Fischer (Requirery & Implementation Manager Customer Service at S-Markt & Mehrwert GmbH & Co. KG).
Here we go…
Have you ever tried to check your account balance over the phone or resolve a problem with your online banking? You will be familiar with the waiting loops, pressing buttons and the same announcements over and over again. But there is hope: the savings banks are currently revolutionizing their customer service with voicebots. Together with Sandra Fischer, an expert from the DSV Group, I talked about how these bots not only improve service, but also make it more human.
Voicebots: More than just a technical gimmick
Voicebots are AI assistants that have been specially developed to understand and resolve customer issues by voice. “Anna”, as the savings banks’ voicebot is called, can now correctly classify and directly answer more than 80 % of customer queries. This impressive intent detection rate shows how far the technology has come. But getting there was no walk in the park.
Sandra told me that they initially used classic voice dialog systems: “Press 1 for your account balance, press 2 for a transfer.” Such systems were not very intuitive and often frustrating. The further development of AI-based voicebots has not only improved customer recognition, but also optimized the entire customer journey.
Human customer service through AI
An aha moment in our conversation was how small details can drastically increase the acceptance of voicebots. Sandra reported that a change in the bot’s greeting formula alone had a noticeable impact. A more natural approach and a well thought-out dialog design make the bot appear more human. The savings banks have even hired real speakers to make the bot’s voice sound warm and friendly.
Particularly exciting: the two voices in the bot dialog. Male and female voices alternate, making conversations more varied and the waiting time subjectively shorter. The savings banks have adopted this idea from Sparkasse Köln-Bonn, which has already achieved great success with this approach.
Customer surveys: The key to acceptance
What particularly impressed me was the focus on customer surveys. Sandra repeatedly emphasized how important it is to speak directly with end customers. “This is the only way we can find out what they really want and need,” she said.
This feedback has led, for example, to the Voicebot not only being made more “wait-friendly”, but also offering call-back appointments. Customers can now decide for themselves when they want to receive a call.
The next level: bots for employees
But voicebots are not just there for customers. The savings banks are developing AI assistants for their employees in parallel. These bots provide suitable information and suggested solutions in real time during a customer conversation. The aim: to make employees’ work easier and further improve customer service. Sandra emphasized how important it is to involve the team in such projects from the outset in order to allay fears and promote a positive attitude towards the technology.
Voicebots and the acceptance of AI
One topic that we also addressed was the general acceptance of AI in everyday life. According to Sandra, ChatGPT has made an important contribution here. Through this technology, many people have experienced how intuitive and useful AI can be. This creates trust, which in turn benefits voicebots.
Conclusion: Focus on the customer
The journey of the savings banks with their voicebots shows that technology is only successful if it is consistently geared towards the customer. Through clever improvements, customer surveys and innovative approaches such as two-voice communication, they have shown what modern customer service can look like.
And now?
Do you have questions about voicebots and user experience? I will be happy to support you, act as a sparring partner and answer your questions. I am always happy to receive your messages, preferably by WhatsApp message or e-mail.
More about AI, ChatGPT and CustomGPTs?
Would you like to learn more about the use of AI and how I implemented this post with a CustomGPT? Even then, I will be happy to help you and answer your questions. I am always happy to receive your messages, preferably by WhatsApp message or e-mail.
