Case Study: Deutsche Bahn Connect improves customer service efficiency with OMQ

Deutsche Bahn Connect support requests from all over the world

The customer, Deutsche Bahn Connect, a subsidiary of Deutsche Bahn providing mobility services, sought to improve its customer service efficiency and handle a high volume of seasonal support requests. To address this challenge, they partnered with vendor OMQ to implement its AI-powered products, OMQ Contact and OMQ Assist.

The solution from OMQ involved integrating its intelligent knowledge database and analyzing service processes to optimize the response system. This implementation significantly reduced the number of customer requests and decreased ticket processing times for Deutsche Bahn Connect. Furthermore, OMQ's multilingual capabilities allowed the international company to handle inquiries in various languages more efficiently, leading to a major optimization of internal service processes.

Deutsche Bahn

Kathrin Bergmann

Customer Service Manager