Benefiting from the voice channel in customer service

News from the omnichannel world at BSI: We have integrated the AI voice technology from Spitch into our automation platform. What does that mean? It means that our customers will be able to design voice-controlled customer journeys with BSI now, from customer support and order processing to spare parts ordering.

If standard customer requests are handled with the help of automated processes, customers, customer service employees, and companies will benefit equally. My colleague, the customer service expert Bernhard Egger, recently explained in a technical paper (in German) how this works. With the solution from Spitch, the voice channel is now fully integrated into our automation solution, too.

At BSI, we believe that being able to use automation across all channels is central to the customer experience. Because at BSI, we neither say “Mobile first” nor “Voice first,” but “Customer first.”

Besides improving the customer experience, an AI-based interactive voice system offers the opportunity to increase efficiency and decrease costs. These savings apply equally to account balance queries at banks and customer requests in other industries, such as retail and insurance. Experience with existing solutions and a recent survey (in German) conducted by Spitch have shown that voice automation solutions enjoy a high level of acceptance and are greatly valued by young target groups in particular. Not only do these solutions prevent the detested call queuing, but, when appropriately applied, they also pay off in terms of customer communication quality and, thus, customer satisfaction.

With their partnership, BSI and Spitch aim to pave the way for customers to create an automated interactive voice IVR. To make that happen, we jointly developed a starter package at an attractive price point, which offers companies everything they need to set up their first pilot project.