Digital Republic achieved a 95% faster resolution time with Connect AI, delivering quicker solutions to customers around the clock. The AI assistant now handles routine inquiries automatically, reducing the load on human agents. This has resulted in 5,000 messages being managed each month and a 15% reduction in total ticket volume.
95% Faster resolution Time | -15% Reduction in 1st Level Ticket Volume | over 15 languages used |
The Story
Digital Republic, a leading Swiss mobile virtual network operator, is renowned for its exceptional customer service, earning top awards in 2022 and 2023. With rapid growth, the company faced increasing pressure to maintain its high customer service standards. In 2024, Digital Republic integrated Connect AIs advanced assistant to handle rising support volumes, providing fast and accurate service.
The Goal
The primary goal was to maintain high-quality customer support while scaling operations in line with the companys fast growth. They aimed to provide customers with instant, accurate answers, and free up their human agents to focus on complex issues, while still offering personalized service that reinforced their reputation for exceptional customer support.
"Excellent customer service is our unique selling point. With Connect AI, we have more than just a chatbot – the AI assistant provides our customers with highquality support at all times, even outside of office hours." Muriel Strasser, CPO, Digital Republic
The Solution
We implemented Connect AIs advanced AI assistant to enhance customer service at Digital Republic. The solution ensures high quality through a continuous feedback loop and conversation reviews, allowing for real-time, accurate responses. Powered by GPT4o technology, the assistant efficiently resolves common inquiries while escalating more complex issues to human agents. It ensures data protection and provides step-by-step assistance for tasks, such as eSIM activation. This innovative approach enables Digital Republic to maintain its high customer service standards despite rapid growth and increasing support demands.
The Result
Enhanced Customer Satisfaction (CSAT): The AI assistant improved key customer satisfaction metrics by providing 24/7, high-quality support and consistently fast responses, ensuring customers felt supported and valued leading to better customer experience overtime.
Demand Peak Management: During peak times, like product launches, the AI assistant efficiently handled surges in inquiries, freeing up human agents to focus on complex cases without overwhelm.
Multilingual Integration: By assisting customers in over 15 languages last year, the AI assistant supported smoother communication, improving overall service effectiveness and satisfaction among diverse clientele.
15-20% Ticket Reduction: The assistant delivered strong returns and significant reductions in support volume, streamlining operations for Digital Republic.
Products Used
High Quality Customer Support AI Assistant to manage routine inquiries and provide instant support 3 to 4 month implementation time.
Comments