In the EnBW service centers, around 2.3 million calls per year are received and processed by 700 agents via the cloud-based omnichannel ACD from VIER. VIER's ACD has been handling cross-location distribution since 2016. EnBW is convinced that a good customer experience does not work without a good employee experience. The systems were therefore designed to provide perfect customer advice. An important part of the request processing is the call summary, in which the request, the processing and the result of the contact are recorded and saved with the contact. VIER Copilot now not only automates this process, but also increases the quality and expands the analysis options.

EnBW uses the call summary in particular to make processing traceable for any queries or complaints and to prepare the agent for the call in the event of a new inquiry. Until the beginning of 2024, the call summaries were created and saved manually by the agents following prior training. However, the effort involved meant that many of these summaries were short and sometimes unstructured - despite prior training of the employees. EnBW had therefore been thinking about an automation option for a long time: In February 2024, EnBW introduced an automatic call summary via Generative AI with VIER Copilot.

The advantages of the automated call summary are clear: after an initial phase of introduction, the AHT of calls fell significantly and is now around 45 to 60 seconds below the previous average values. This means that the economic benefit of the AI-based call summaries is considerable for EnBW. In parallel to the shorter AHT, the length of the comments has also increased: previously, the comments written by the agents were around 100 characters long - because the agents naturally wanted to keep the effort required for this to a minimum Now the summaries comprise an average of 800 characters, as the effort no longer lies with the agents. And: The manual comments were not very meaningful, mostly unstructured and often missing altogether. In contrast, the call summaries created by VIER Copilot are clearly structured and offer considerably more information. Long summaries can also be summarized and shortened again in a second step by GenAI, which massively increases their usability.

As significantly more and more detailed information is now available, EnBW now has this content additionally anonymized, classified and analyzed by AI and is thus able to identify correlations and concerns that were previously unknown. These findings are also very valuable for EnBW's specialist departments, for example with regard to possible product improvements.

Another plus: the training required to create call summaries is completely eliminated, which makes familiarization easier and reduces the time required. The fact that the agents are relieved of this apparently rather tedious task makes their work more attractive. They can now concentrate more on the call itself.

EnBW has been working with the cloud-based omnichannel ACD from VIER since 2016. With omnichannel routing, call recording and evaluation, customer satisfaction surveys and the outbound dialer, the solution provides the heart of customer service. Functionalities such as the ticket system, staff scheduling, etc. were deeply integrated so that all systems work together seamlessly. In 2024, the solution was supplemented by VIER Copilot for the AI-based creation of automated call summaries, which significantly improves service quality and reduces AHT.