Case Study: Berliner Sparkasse achieves 24/7 customer service and 14-second average resolutions with Solvemate

How Berliner Sparkasse created a 24/7 customer service strategy

Berliner Sparkasse, one of Berlin’s largest banks with roughly 1.3–1.5 million customers and a support volume of about 70,000 calls per month, needed to eliminate waiting times and offer fast, 24/7 service from customers’ preferred devices. They selected Solvemate’s machine-learning, structured-question chatbot as a new digital touchpoint to meet those goals.

Solvemate implemented a custom-branded, ML-driven chatbot on Berliner Sparkasse’s website, built from the bank’s 40 most common requests and continually updated by the support team. The Solvemate bot is available 24/7, handles about 7,000 conversations monthly, delivers solutions in roughly 14 seconds on average, removes dependence on opening hours, reduces repetitive workloads and generates measurable cost and satisfaction improvements.

Berliner Sparkasse

Daniela Gommert

Berliner Sparkasse