About AAA Auto

The AAA Auto car center network has been operating on the market for 29 years. From the Czech Republic it has gradually expanded to Slovakia, Poland and Hungary. In 2019, its sales volume amounted to 86,000 cars.

Challenges

AAA Auto was already using a voicebot and chatbot from another provider, but the solution did not allow the company to implement their own campaigns and to participate in the editing and updating of call scripts to the necessary extent. AAA Auto was looking for a replacement solution which would be easy to use and offer more possibilities. One of the important requirements for the new provider was access to high-level reporting. To solve these challenges, they selected CallMiner OmniAgent (formally VOCALLS).

Solution

Request handling and four languages

CallMiner OmniAgent created a voicebot that recognizes the most frequent contact reasons: questions about payments, contracts and other documents, complaints, and pending transactions. The voicebot transfers the caller to the correct human agent. In addition to three primary languages, it can also handle English, which it can recognize and then transfer the customer to an English-speaking specialist.

Customer satisfaction campaigns (NPS)

The OmniAgent voicebot guides the customer through ten questions. It can recognize the voice selection of a number from zero to ten, and it records and evaluates other possible answers. It distinguishes the transaction type and selects the questions that are directly relevant to the customer. AAA Auto is able to easily evaluate the results and continuously monitor the reporting.

“Since the beginning of the cooperation, we have done a really great deal of work. In a very short time, we managed to launch several projects, for which I would like to thank the entire OmniAgent team, who was always ready to help. If you still don't believe in this technology, you should leave this view very quickly and plunge into the world of voicebots and chatbots. Without them, we can no longer imagine the automation of business and non-business processes, and we believe that we are still only at the beginning of the possibilities that this solution offers. In all cases, it still shows us that it is not only a full-fledged replacement for operators, but also a great helper,” said Jan Duchoň, ProjectManager at AAA Auto.

Results

The OmniAgent voicebot communicates with AAA Auto customers in the Czech Republic, Slovakia and Poland. It recognizes 10 thematic areas in the fields of buying, selling and trading in cars. When communicating with a person, the voicebot can correctly identify more than 88% of the topics in all three languages, and in the remaining cases it asks additional questions in order to correctly categorize the request. It achieves comparable results to human agents in the area of customer satisfaction and often exceeds their success rates. The average success rate of a voicebot in this case is around 26%.

Key measurable outcomes from this partnership include:

• 35% reduction in unrecognized requests
• 88% successfully detected requests in call routing
• ‍1,264 customers completed the NPS questionnaire

“These figures demonstrate a very accurate categorization of calls. We can also see that the bot is continuously learning and improving. In the first calls we had an unrecognized message rate of over 35%. It's definitely not possible to prepare the voicebot for all situations at the beginning, it needs attention during live operation as well,” concluded Duchoň.