Case Study: FUNKE Mediengruppe cuts call abandonment and boosts self-service with Omilia

Funke Mediengruppe cuts abandonment rates by 50% with Omilia

Funke Mediengruppe, a major German media house, faced high customer service abandonment rates of up to 20% due to its rigid legacy IVR system. This system provided little insight into customer needs and was a significant pain point for the company. To address this challenge, they partnered with vendor Omilia to implement conversational AI voice assistants.

By deploying Omilia's voice assistants, named "Paula" and "Funky," Funke was able to handle core service interactions seamlessly. The solution from Omilia produced immediate and measurable results: abandonment rates were cut in half, caller satisfaction improved significantly, and misdirected calls dropped sharply. The system now successfully processes 3 million monthly interactions with a 97% success rate, and it automatically handles 82% of magazine cancellations in full.

Funke Mediengruppe