Voicebot handles what operators couldn't do before

Significantly more effective customer care and greater human resource capacity thanks to the voicebot from coworkers.ai. Building materials company DEK has managed to increase the percentage of phone calls that they are able to handle immediately in the first call by 15% .

Building materials company DEK is the most important player on the building materials market in the Czech Republic. In their stores and on the e-shop, they sell everything from tools to building materials for rough-in construction. They employ more than 2,000 employees and in 2022 their turnover was almost 27 billion crowns.

All requests will be heard

It often happened that the customer lost interest before the operators got to the demand. Loss of potential sales from pending requests was one of the main reasons for the change. The company's goal was to reach a state where they would be able to handle every caller during the first call. And it was successful, the handling of customers immediately in the first call increased by 15%.

A more systematic customer center

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

Automated scenarious

Opening hours of branches and rentals

Document or order status

Sending a contact for a sales representative

Sending contact for representative for house valuation

Sending a contact for a representative for covering roofs - SKYFOX

Notification of the status of points on the bonus account

“Voicebot significantly saved human resources and time options for our customer center. Thanks to this, the handling of orders and customer inquiries works significantly more systematically in our company."”

Roman Vondra

Director of the customer center, Stavebniny DEK

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

Roman Vondra

Director of the customer center, Stavebniny DEK

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