Case Study: smart Europe GmbH improves customer engagement center efficiency with IBM gen AI

Drive customer experience automation with generative AI

smart Europe GmbH, as it shifted to a direct-to-consumer vehicle sales model, faced rising customer engagement center volume and highly manual Salesforce workflows that slowed case handling, increased errors, and made inquiry routing inconsistent. The company wanted to improve agent efficiency and customer satisfaction with better automation, and turned to IBM, using IBM Consulting and IBM watsonx.ai.

IBM helped smart Europe implement a generative AI MVP integrated with Salesforce and IBM Cloud to automatically prioritize, classify, summarize, and even resolve standard customer cases before human intervention. The result was a 30% improvement in case categorization accuracy, 3x faster resolution for recurring issues, a 60% increase in first contact resolution, and a 97% agent acceptance rate, with IBM providing a scalable solution ready for additional languages and use cases.

smart Europe GmbH

Aymen Ismail

Head of Customer Engagement Solutions