Hybrid live Chatbot solution in Customer Service

Charlotte Malz
Head of Marketing, BSI

Our customer Arvato Supply Chain Solutions is optimizing its customer service in the future with the use of a hybrid live chatbot solution for e-commerce customers from fashion, beauty, and lifestyle industries.

The new solution, which is fully integrated in BSI CRM, gives the approximately 400 customer service agents a 360° view of all processes and the entire communication record – including the chatbots. This ensures a seamless transfer of information between the virtual agent and the employees in customer service across all contact channels.

“Live chats are usually operated as separate tools in the market. As a result, the greatest reason for customer frustration is when a chatbot cannot offer a case-closing solution and the customer has to explain their concern to the real agent once again from the beginning,” explains Christina Frank, Vice President Customer Service at Arvato Supply Chain Solutions.

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“We are convinced that the interaction between virtual and human agents is crucial for a unique service experience, which is why we have chosen a hybrid solution with which we can manage the transition seamlessly and without any information loss.”
Christina Frank, Vice President Customer Service at Arvato Supply Chain Solutions

Arvato, Enterprise Bot and BSI team up for seamless Customer Service

Together with our partner, the chat provider Enterprise Bot, and with us, Arvato has designed a solution that combines integrated technology and existing data in a comprehensive way, setting a new standard in the market. Thanks to Artificial Intelligence, the chatbot is able to start partially and fully automated processes in BSI, direct relevant questions to the customer, and provide suitable answers. The chatbot can hand over the chat with the customer to an agent in customer service seamlessly at any time.

Interesting fact: The decision to hand over is made either through the process itself, or via a “sentiment analysis”, also called mood recognition, which includes the risk of escalation, among other factors. If customer service from Arvato Supply Chain Solutions takes over, thanks to the integration of the chatbot in BSI, the agent can use the same user interface for all input channels and initiate further processes direct in the CRM system. Additionally, the entire previous communication flow is visible, including between bot and customer, so that the agent always has a 360° view on previous interactions with the customer.

This view is much more complete than the one a traditional provider of customer service would have; as an end-to-end provider, Arvato is responsible for the complete process along the supply chain. This gives the company access to all data collected for the online order including the complete customer communication as well as all logistics, order, tracking and financial data. Christina Frank: “This wealth of information enables our customer service agents to create unique, personalized service experiences for customers, and the chatbot can also use it as part of further service automation.”

The future of Customer Service

The introduction of the hybrid live chatbot solution, scheduled to start operationally at the beginning of 2022, is also a crucial step for Arvato Supply Chain Solutions in making customer service future-proof.

“Customer communication is increasing shifting from email to chat – a development clearly recognizable in the USA and Asia already. In Europe, we expect a shift of volume from 20 to 30 percent in e-commerce in the next two to three years.”
Bernhard Egger, former Community Manager Retail at BSI

To counter this change, the chatbot solution is currently being integrated into the BSI Customer Suite.

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