Case Study: Digital Dialog achieves lower costs and higher satisfaction with Genesys Cloud AI voicebots

Digital Dialog - Customer Case Study

Digital Dialog, a Düsseldorf-based customer service provider for the publishing industry, needed to cut costs while maintaining high-quality support for reader inquiries about delivery issues and other service requests. With support from Genesys Cloud, the company looked for a way to reduce wait times and improve service without sacrificing empathy or availability.

Genesys, with implementation support from partner VR Voice, deployed two AI-powered voicebots in Genesys Cloud to handle inbound calls and automate service tasks. The results were strong: the bots now handle about 40% of calls, perform the work of 15 full-time employees at current volumes, achieved ROI within three months, and deliver over 90% availability with improved service quality.

Digital Dialog

Corinna Kaussen

Authorized Signatory