Case Study: Mülheimer Entsorgungsgesellschaft achieves 42.5% call automation with Parloa's AI assistant Sophie

Mülheimer Entsorgungsgesellschaft automates 42.5% of calls with Parloa

Mülheimer Entsorgungsgesellschaft mbH (MEG), a municipal waste management provider, faced high call volumes that overwhelmed its small service team. Residents experienced long wait times and had no support outside office hours, while the internal team sought more time for strategic projects. They partnered with vendor Parloa to implement an AI solution to automate simple inquiries.

Parloa's AI Agent Management Platform was used to create "Sophie," an AI phone assistant that handles calls. The solution automated 42.5% of all calls, handled 25,000 conversations without additional staffing, and reduced average call resolution time to just 72 seconds. This allowed MEG's team to focus on complex cases and significantly improved service availability for residents.

Mülheimer Entsorgungsgesellschaft mbH (meg)