Case Study: VodafoneZiggo achieves faster, more efficient customer service with Deepdesk

VodafoneZiggo Innovating digital customer service

VodafoneZiggo, a major Dutch telecommunications provider, faced a challenge in its customer service operations. Even with the use of chatbots, 80% of conversations still required human agents. Their goal was to reduce the average handling time (AHT), automate repetitive tasks that chatbots couldn't handle, and improve both the customer experience and agent happiness. To address this, they partnered with the vendor Deepdesk.

Deepdesk implemented its AI-powered Virtual Assistant for VodafoneZiggo's agents. This tool suggested the best answers and resources in real time, enabling faster and more personalized customer interactions. The results were significant: Deepdesk helped automate 30% of agent conversations, lower AHT by 15% for top agents, and save 70,000 agent hours, all while reducing costs and increasing agent and customer satisfaction.

VodafoneZiggo