The Company
Story at a Glance
orderbird delights its customers with a wide range of tailor-made checkout solutions supported by a team of specialized agents. By working with Parloa and introducing an AI Voicebot in customer service, orderbird was able to reduce the wait time for its customers by an impressive 60%. They’ve significantly increased customer satisfaction and made service processes even faster and more focused on their customers.
The Challenge
Restaurants and cafés, bars and clubs, ice cream parlors and beer gardens: customers expect fast and efficient service. And the POS system has to keep up!
This is exactly where the strength of orderbird lies. Do you need to spontaneously license and activate another cash point when things are busy? Then business owners turn to the orderbird customer service team with their request, where every need is processed efficiently and competently, resulting in a smooth service experience.
In the past, customer calls were routed through an interactive voice response (IVR) system that involved up to eight steps. Customer feedback collected after the call noted a desire for shorter wait times.
Based on this feedback, orderbird decided to make AI an integral part of its customer service and to establish a Voicebot that directs customers to the right experts more quickly.
- 30% reduction in customer wait time, down from an average of 98 seconds to 65-70.
- 30% reduction in customer interactions, from 5 down to 1-2.
- Faster and more precise routing with a better automated understanding of customer concerns.
- Significant increase in customer satisfaction thanks to the reduction in wait times, measured by a feedback survey after each call.
- More efficient interaction design within the call.
- Simplified processes for support agents and improved agent service experience.
The Solution
orderbird relies on customer service teams that go beyond traditional first-level support and have a deep understanding of complex customer inquiries. This level of quality needed to be reflected in the AI solution.
The company was looking for a future-proof solution that not only enabled technical integration with their telephone system and Salesforce integration, but also placed high value on compliance – an area where Parloa is clearly leading the industry.
Customer service makes all the difference
"The customized support, fast response times, and high availability really made the difference during the collaboration with Parloa. This ensured that everything went smoothly during the course of the project."
Creating a versatile language model
Customers should not only be heard, but really understood. This meant it was essential to develop an effective language model for the voicebot.
orderbird carefully evaluated the interactions between agents and customers and analyzed which questions occur most frequently, how customers phrase their questions, and how they formulate their concerns. Thanks to continuous feedback, the model is able to perpetually refine and make customer communication more accurate every day it’s being used.
Intelligent voicebot functions prep for the first use cases
With the project goals in mind, and using the newly developed language model, orderbird created the first use cases:
- Efficient routing: AI-based customer interactions can now be forwarded to the right expert after a maximum of two open questions – a big step towards better customer satisfaction.
- Intelligent authentication: The Voicebot uses caller ID to automatically determine which products the customers are using, in order to put them in touch with agents even faster.
- Automated ticket generation: Every call automatically generates a service ticket with information like customer contact details and previous call log. Agents are able to be fully prepared for calls, which enormously increases their efficiency.
- Autonomous FAQ answers: The voicebot answers frequently asked questions independently, which shortens response times and takes the burden off of the customer service team.
Versatile and eloquent internal test run
"We have released our Voicebot to the whole company so that everyone – from support to sales to development – can call and try it out. We have a colleague who has a real talent for dialects. He tested the Voicebot extensively! It's really fascinating how versatile and adaptable the technology is."
- 60% reduction in customer wait time from 98 to 39 seconds – double what was desired.
- 60% reduction in customer interactions in the service system.
- Detailed understanding of customer concerns and precise routing to the best experts.
- Increased customer satisfaction, thanks to significantly reduced wait times.
- Increased agent satisfaction due to simpler and more efficient service processes.
"The Parloa Voicebot has exceeded our expectations! Our customers now spend noticeably less time waiting on the phone. And this is just the beginning. We want to further optimize waiting times and the customer experience in the future – and already have several projects and use cases in the pipeline."
Outlook
The orderbird Voicebot is already performing superbly and set to improve even more in the future:
- Integration with Salesforce: In the future, data from Salesforce will be sent to the Voicebot for internal use, in order to target and address customers needs and further optimize routing. This is ideal for personalized support, especially for new customers.
- Expanded FAQs: The FAQ section will be expanded from 3 to 10 topics in order to be able to process calls more quickly and relieve the customer service team.
