Case Study: PostFinance streamlines document ordering with Spitch’s AI Virtual Assistant

Automatic voice-driven document ordering system for PostFinance

PostFinance, a leading Swiss retail financial institution, faced a challenge where routine customer requests for documents were only available during business hours. This prevented their agents from focusing on more complex issues, impacting overall customer service. To address this, they partnered with vendor Spitch to implement a voice-driven virtual assistant.

The Spitch solution enabled customers to order documents 24/7 using their voice. The assistant automatically identifies callers with voice biometrics and guides them through the ordering process in a natural conversation, arranging for delivery to their home address. This resulted in no missed requests, considerably reduced average handling times, and greatly improved the customer experience. The implementation allowed PostFinance to streamline internal processes and ensure growth without needing to regularly add more contact centre staff.

PostFinance

Dominic Spalinger

Corporate Venture Capital Manager