Case Study: DATEV eG achieves personalized 24/7 customer service with USU chatbots

DATEV eG - Customer Case Study

DATEV eG, a German software company and IT service provider, faced rising complexity and volume in customer service and wanted to see how chatbots could support service employees more efficiently. The company needed to identify suitable use cases, calculate ROI, and integrate the technology into its existing infrastructure while expanding it across multiple service areas. USU Solutions was selected for its flexible, well-integrated chatbot solution and proven expertise.

USU Solutions implemented more than 40 USU chatbots for DATEV, starting with a PSD2 use case and expanding into additional topics such as accident insurance and salary questions. The bots provide context-sensitive, free-text guidance with decision trees, 24/7 availability, and easy escalation to agents when needed. The result was faster, personalized self-service, significant workload reduction for service staff, and strong customer feedback, with the first bot already used over 8,000 times shortly after go-live and DATEV aiming for 100 expert bots in the first year.

DATEV eG

Alexander Heisserer

Product Owner USU Knowledge Management