Case Study

How Telefónica o2 automated 61% of their live chat requests.

Telefónica Germany is a provider of broadband, landline and mobile telecommunications in Germany. The company trades as O2. The Telefónica group serves around 49.2 million customers, 44.1 million of which are mobile and 5.1 million landline customers.

As of 30 September 2016, it is the largest mobile operator in Germany in terms of customer numbers.

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    The Challenge.

    Due to the enormous customer base and various mergers in the past, the call centre volume of O2 has greatly increased in recent years. Recurring and repetitive questions keep support staff especially busy. These questions not only cause high costs, but also prevent employees from providing first-class customer service. For this reason, O2 has decided to automate the contact volume of simple and recurring questions using Conversational AI.

    0%
    Automation rate
    0%
    Reduced handling time

    Hybrid Agent+AI.

    The O2 contact centre now uses the e-bot7 platform with the Agent + AI hybrid solution to manage and continuously improve Chatbot Lisa. As a result, support agents are less busy with recurring questions and can concentrate on providing high-quality support to their customers.

    AUDI AG

    Quick & easy support. At all times.

    e-bot7 has been exclusively used in the search bar on the official O2 Germany website and enables their customers to find the answers to their questions easily and quickly without having to call or write an email.

    You are in good company.
    AUDI AG
    Deutsche Bahn AG
    HDI Versicherungen

    Conversational AI by e-bot7.

    The leading Conversational AI platform at your service. Manage all customer communication in one place. Integrate it on all channels and tools. Launch within minutes.

    Agent+AI® hybrid.
    Real-time supervised learning.
    Plug & Play.
    No coding required.
    Flexible.
    Omnichannel & Integrations.

    4.6/5 on G2.