Brack.ch, a subsidiary of Competec, a major Swiss online retailer, adopted an innovative approach in revolutionizing its customer service through the integration of an AI-driven program. Developed by Swiss startup Typewise, this AI solution has significantly enhanced efficiency and consistency in customer interactions.
AI-Driven transformation in customer service
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The introduction of Typewise's AI software marked a new era in customer service for Competec. Joanna O'Hanlon, a customer service representative, highlights the program's efficiency: “The AI program has fundamentally changed the way we handle customer queries, making our responses faster and more consistent.”
This AI tool, functioning as an email-chatbot, aids representatives like Joanna in crafting quick and accurate responses, utilizing a vast database of past customer interactions to learn and adapt to Brack.ch's unique communication style.
Operational efficiency and quality enhancement
Andrej Golob, a member of Brack's executive team, underscores the program's impact: “The AI has significantly improved our operational efficiency, allowing us to handle more customer inquiries with enhanced quality.”
The AI's contribution extends beyond mere efficiency; it brings a level of consistency and linguistic precision to customer communications, estimated to improve efficiency by about 10%.
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The human touch in AI-assisted customer service
Despite the AI's capabilities, the human element remains irreplaceable. Joanna O’Hanlon stresses this, saying, “While the AI greatly assists in drafting responses, the personal touch in each communication—that's something only we can add.”
The integration of AI into Brack.ch's customer service operations, spearheaded by Typewise, has set a new benchmark in leveraging technology for customer engagement. By combining AI's analytical strengths with the essential human element, Brack.ch and Competec have achieved a harmonious balance between technological efficiency and personalized customer service.
