Case Study: Villeroy & Boch streamlines call routing and improves customer service with Looker

Getting customers the right support with voicebot Anna and Google Cloud

Villeroy & Boch, the longtime ceramics manufacturer, wanted to improve customer service and reduce call-center bottlenecks during peak times. Working with Looker was not mentioned in the case study; the solution was built with BOTfriends and Google Cloud, using a voicebot called Anna to route calls more efficiently across multiple service areas in three languages.

BOTfriends and Google Cloud implemented the automated voicebot on a Google Cloud data foundation, with BigQuery powering the directory data and the system handling speech and routing through the conversational AI platform. The results were strong: Anna now processes more than 15,000 calls per quarter, has helped Villeroy & Boch reach a 60% automation rate, and reduced average waiting time to just 1.3 minutes, while freeing up staff so one employee can maintain what previously required a three-person team.

Villeroy & Boch

Andreas Schlender

Head of Application Lifecycle Management