Challenge
Geberit was faced with a problem: every year, one million emails landed in various customer service inboxes. It often happened that inquiries ended up in the wrong departments, leading to a significant increase in workload.
Approach
To process over a million customer inquiries annually, Geberit now utilizes an AI system implemented by us. The first part of the system consists of an intelligent classification system that allows real-time analysis of emails (including attachments) and automatically directs them to the relevant departments. The result: a reduction of over 70 percent in misrouted emails and a time-saving equivalent to three working months.
With generative AI, statworx and Geberit are taking a step further. The second part of the system involves the seamless integration of ChatGPT to generate automated response suggestions – completely secure in terms of data. These are merely reviewed and sent by the customer service representatives. This significantly enhances efficiency and precision in customer communication.
Result
The result of the classification system speaks for itself: a reduction of misrouted emails by over 70 percent. This not only means a substantial time saving of nearly three full working months but also an optimization of resources. The introduction of automated response suggestions yields impressive results shortly after the launch, elevating the efficiency of customer service to an unprecedented level.
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