Contact
Energize your
Service
Offer a customer experience that inspires
If you want to attract and retain customers in the competitive energy market, you should invest in a long-term strategy that effectively enhances your service quality, reduces costs efficiently, and can convincingly persuade your customers sustainably.
Therefore, implement your measures directly in your customer service and optimize your processes with the help of Artificial Intelligence.
Personalization and better offers
Customers desire more personalized communication and tailored offers. Through Artificial Intelligence, customer data can be quickly analyzed to gain insights into their needs. AI recognizes behavioral patterns and enables precise responses and advancements in offerings, irrespective of the contact channel.
More flexibility
The increasing need for communication requires alternative contact methods like chat. With an omnichannel strategy and intelligent automation, you provide flexibility to your customers, while your staff can respond more efficiently. Customers benefit from seamless contact and a unified brand experience.
Fast processing and improved accessibility
Intelligent automation saves time and shortens response times across various channels. AI quickly identifies customer inquiries, answers recurring questions itself, and directs complex queries. Chatbots, voicebots, and email bots ensure 24/7 accessibility, even outside business hours.
For energy providers
Innovative customer service
Lean processes and clear workflows are indispensable for energy providers as well. With our AI-based solutions for telephony, chat, WhatsApp, bots, etc., your service employees work more efficiently and contentedly! Discover innovative opportunities for automating customer service. Whether with or without AI: Intelligent service delights your customers, relieves your staff, and injects power into complex processes!
VIER engage Enterprise
Service-oriented routing options
Omnichannel routing
All contacts – whether calls, emails, chat requests, or WhatsApp messages – are automatically assigned across locations and based on skills. You can prioritize all channels against each other during routing, so, for example, emails from VIP customers interrupt call processing.
With VIER engage's inbound solution, you can effortlessly involve external service providers in processing, just as easily as employees working from home. Routing is based on various criteria that you define yourself and can change or adapt to current events at any time.
Omnichannel routing
All contacts – whether calls, emails, chat requests, or WhatsApp messages – are automatically assigned across locations and based on skills. You can prioritize all channels against each other during routing, so, for example, emails from VIP customers interrupt call processing.
With VIER engage's inbound solution, you can effortlessly involve external service providers in processing, just as easily as employees working from home. Routing is based on various criteria that you define yourself and can change or adapt to current events at any time.
Sentiment-based routing
AI-based methods like sentiment-based routing expand and complement other rule-based routing criteria. In the voice channel, for instance, a bot recognizes the mood and intent of the caller – such as questions or complaints about the annual bill, installment payments, or reporting a power outage – through an open question at the beginning of the conversation ('What can we do for you?'). The bot learns this dynamically and directs the inquiries accordingly. Depending on the concern, it may be directed to an employee or, for simple, repetitive tasks, to a self-service or bot.
This form of intent detection also works for incoming emails: The software dynamically recognizes the intent of emails based on the terms and keywords used and distributes them to the correct employees. The highlight: The solution is developed and trained specifically for each customer and use case. In day-to-day operations, the software continues to learn, benefiting from corrections made by employees.
Sentiment-based routing
AI-based methods like sentiment-based routing expand and complement other rule-based routing criteria. In the voice channel, for instance, a bot recognizes the mood and intent of the caller – such as questions or complaints about the annual bill, installment payments, or reporting a power outage – through an open question at the beginning of the conversation ('What can we do for you?'). The bot learns this dynamically and directs the inquiries accordingly. Depending on the concern, it may be directed to an employee or, for simple, repetitive tasks, to a self-service or bot.
This form of intent detection also works for incoming emails: The software dynamically recognizes the intent of emails based on the terms and keywords used and distributes them to the correct employees. The highlight: The solution is developed and trained specifically for each customer and use case. In day-to-day operations, the software continues to learn, benefiting from corrections made by employees.
VIER Copilot
AI support for customer inquiries
The AI-based VIER Copilot ensures significant time savings in handling customer inquiries. Incoming calls, for example, are automatically documented through live transcription of spoken words and speech analysis, capturing relevant information such as the reason for contact or mood.
Your customer wants to switch their tariff or use eco-friendly energy? The AI-based assistance solution searches the CRM for the correct contact record and instantly displays it in the client. Typical errors that can arise from manual information transfer are avoided.
Additionally, if you want to know how many processes were handled and when, you can easily view reports on activities and AI configuration on a single interface.
The AI-based VIER Copilot ensures significant time savings in handling customer inquiries. Incoming calls, for example, are automatically documented through live transcription of spoken words and speech analysis, capturing relevant information such as the reason for contact or mood.
Your customer wants to switch their tariff or use eco-friendly energy? The AI-based assistance solution searches the CRM for the correct contact record and instantly displays it in the client. Typical errors that can arise from manual information transfer are avoided.
Additionally, if you want to know how many processes were handled and when, you can easily view reports on activities and AI configuration on a single interface.
Conversational AI
More power through bot automation
Simple, fast, and conclusive – that's how customer service should be. Bots and other AI-based solutions from VIER Conversational AI are in demand here. Give your customers round-the-clock service without compromising on quality!
Bots quickly and efficiently recognize customer concerns and allow for natural communication – in writing and verbally. They can optimize routing and even conclusively answer standard inquiries. Bots can be integrated into chat, email, or messaging services like WhatsApp, etc.
Capturing information
AI captures essential information such as address details, customer, and order numbers in real-time during the ongoing dialogue. This leaves more time to address customers' needs.
Automatic responses
Bots automatically answer frequently asked questions/status inquiries, such as about the gas or electricity tariff, tariff changes, or monthly installment payments.
Round-the-clock service
With the use of bots, you provide your customers with round-the-clock service. This allows your customers to use your services in the evenings, at night, and on weekends.
Interaction Analytics
Ensure conversation quality
Utilize speech analysis tools like VIER Interaction Analytics for automated quality assurance of verbal communication! This ensures that crucial elements of the dialogue are conveyed, such as the agreed-upon greeting formula, standard phrases like "Is there anything else I can help you with?" addressing customers by their name, or the correct farewell formula.
Your benefits:
- Harmonized communication across all channels
- Ensure conversation quality across locations
- No manual review of call recordings required
Utilize speech analysis tools like VIER Interaction Analytics for automated quality assurance of verbal communication! This ensures that crucial elements of the dialogue are conveyed, such as the agreed-upon greeting formula, standard phrases like "Is there anything else I can help you with?" addressing customers by their name, or the correct farewell formula.
Your benefits:
- Harmonized communication across all channels
- Ensure conversation quality across locations
- No manual review of call recordings required
Voice of the Customer
Automatic measurement of customer satisfaction
With VIER Voice of the Customer, conduct automated customer surveys via telephone or email immediately after the service interaction, gauging the satisfaction of your customers – neutral and without influence from employees! Leverage this knowledge to respond promptly to current developments. Automated surveys are more efficient than written surveys and increase participation rates at low costs ranging from 15 to 90 cents.
What you can achieve with VIER Voice of the Customer:
- Identify improvement potential
- Verify service level agreements (SLA)
- Benchmark service providers
- Recognize trends and developments
- Evaluate the success of training measures
With VIER Voice of the Customer, conduct automated customer surveys via telephone or email immediately after the service interaction, gauging the satisfaction of your customers – neutral and without influence from employees! Leverage this knowledge to respond promptly to current developments. Automated surveys are more efficient than written surveys and increase participation rates at low costs ranging from 15 to 90 cents.
What you can achieve with VIER Voice of the Customer:
- Identify improvement potential
- Verify service level agreements (SLA)
- Benchmark service providers
- Recognize trends and developments
- Evaluate the success of training measures
Industry examples
How customers utilize solutions by VIER
Case Study EnBW
EnBW is convinced that good customer experience needs good employee experience. Together with the ACD from VIER engage, this is how excellent customer service is created - since 2016!
Case Study rhenag
Optimisation of customer contact in inbound and outbound, phone self-service and determination of customer satisfaction with VIER engage for rhenag.
Case Study RWE
New and innovative leadership development with language diagnostics by VIER Emotion Analytics for energy company RWE AG.
How can we help you today?
Do you have questions about VIER or would you like personal advice? Contact us now via our contact form. You can reach us at any time via the contact form, by e-mail to info@vier.ai or by telephone on +49 511 95 73 95 1111. We look forward to hearing from you and will get back to you as soon as possible!
Please reload this page in your internet browser if the form is not displayed.
VIER whistleblowing system
Do you have something unpleasant to tell us? With the VIER whistleblower system, our partners and clients also have the opportunity to anonymously inform us of grievances and violations. All tips will be checked and, if necessary, followed up!
To the whistleblower system: https://transparency.vier.ai/