Case Study: Swisscard achieves faster call routing and improved customer satisfaction with Spitch’s AI Virtual Assistant

Swisscard Virtual Assistant for efficient customer service

Swisscard, a leading Swiss credit card company, faced the challenge of digital transformation and sought to improve process automation and customer experience. They partnered with vendor Spitch to implement an innovative contact center solution.

Spitch implemented an AI Virtual Assistant using their AI and NLP technologies for Swisscard's IVR system. The solution understands natural language to determine call reasons and routes customers directly to the best-suited agent, who receives the call with a text pop-up explaining the customer's need. The results included increased customer satisfaction (NPS), calls being answered after the first ring, and more efficient conversations, as customers are immediately connected to a skilled agent who already understands their enquiry.

Swisscard

Michael Marek

Chief Operating Officer