Voicebot in DEK handles what customer care has not prosecuted before

Significantly more efficient customer care and greater human resources capacity thanks to voicebot from coworkers.ai. DEK Construction Companies managed to increase the percentage of phone calls that are able to be handled immediately in the first call o 15%.

DEK Construction is the most important player on the market of construction products in the Czech Republic. In brick-and-mortar stores and on the e-shop they sell everything from tools to building materials for rough construction. They employ more than 2,000 employees and in 2022 their turnover amounted to almost CZK 27 billion.

All requests will be heard

It often happened that the customer lost interest before the operators got to the demand. The loss of potential sales due to the amount of unfulfilled requests was one of the main reasons for the change. The company's goal was to achieve a state where they would be able to check in every caller during the first phone call. And it succeeded, the customer check-in immediately on the first call increased by 15%.

A more systematic customer center

Voicebot is gradually learning, and DEK is deploying new automation scenarios that voicebot will address. The complete solution was introduced after about a year. The biggest nut was the correct connection of the system with specific CRMs and reliable resolution of document numbers that combine letters and digits. They cannot be typed on the keyboard during a call. Even these obstacles have been overcome thanks to our own coworkers.ai NLP.

Automated scenarios

Opening hours of branches and rental offices

Status of the document or order

Send a contact to a sales representative

Sending a contact to a house appraisal agent

Contacting a Roofing Agent - SKYFOX

Notification of the status of points on the bonus account

“Voicebot has significantly saved the human resources and time capabilities of our customer center. As a result, the handling of orders and customer inquiries is significantly more systematic in our company.”

Roman Vondra

Director of Customer Center, Civil Engineering DEK

“A comprehensive voicebot can definitely advance your customer support because it saves time, human resources, and money. It is necessary to think in advance what goal the company pursues and what it wants to achieve with the new solution. At the same time, it is important to thoroughly analyze the whole process beforehand.”

Roman Vondra

Director of Customer Center, Civil Engineering DEK

Do you want to have time for your customers?

Schedule a meeting with us to find out in 30 minutes how best to automate communications in your company.

Arrange a Demo

Voicebot in DEK handles what customer care has not prosecuted before

Newsletter subscription