- Case Study
deepassist Voicebot automates every second call at Verkehrsbetriebe Hamm
Following its successful implementation in the energy department, the next important step in modernizing customer service at Stadtwerke Hamm is now underway – this time with the public transport division. Aiming to reduce the workload for employees and further improve the customer journey, an intelligent Voicebot has been implemented to specifically support telephone customer service.
Optimization by
deepassist
50%
FULLY AUTOMATED CALLS
+
significant reduction in agent workload
- 22%
average handling time
Customer
Stadtwerke Hamm
Industry
Public Transport
Company Size
500 – 1.000
High volume of routine inquiries strains resources
The customer service team at Verkehrsbetriebe Hamm faces a daily flood of routine inquiries – especially concerning standard topics such as the Deutschlandticket, MaxiTicket, or alternative subscription models. Typical questions relate to pricing, ticket options, durations, cancellation periods, and lost tickets.
These repetitive queries tie up significant capacity in customer service – resources that could be used more efficiently elsewhere. A solution was therefore needed to reliably automate these routine inquiries and create more room for handling complex cases more quickly.
Benefits of deepassist AI
Industry specific
The deepassist AI already possesses relevant knowledge of the public transport sector, significantly reducing the training effort required.
Safe & Transparent
deepassist makes 100% auditable decisions and complies with both the EU AI Act and GDPR, ensuring a high level of security and accountability.
Relief through automated handling of routine inquiries
In just three months, we implemented an intelligent Voicebot in collaboration with our partner babelforce. At the core of the solution is deepassist’s AI, which accurately understands callers’ concerns expressed in natural language.
For example, if a customer asks about the price of the Deutschlandticket, the Voicebot provides the answer immediately – without any waiting time or call transfer.
Recurring inquiries are handled fully automatically, while those requiring more detailed or personal information are forwarded to a suitable contact person with reduced waiting times. The transfer process is seamless – ensuring a consistent customer journey.
“With deepassist, we were able to automate around half of all incoming calls right from the first step. This provides noticeable relief for our team, improves accessibility, and allows us to focus more effectively on complex requests. Our customers benefit from fast and targeted information.”
- Christian Verstegen
- Public Transport Specialist
Measurable efficiency gains and optimized service
After just six months, the results are impressive: in half of all incoming calls, the Voicebot is able to resolve customer inquiries independently. This significantly reduces the workload of the service team. Customer satisfaction has also improved thanks to the fast and precise responses. The integration into the existing system went smoothly, enabling a go-live within just a few weeks.
Conclusion
The project at Verkehrsbetriebe Hamm demonstrates the great potential for further automation in customer service. The deepassist Voicebot clearly shows how AI can make customer service more efficient while supporting employees. As a result, it will continue to enhance the quality of the customer journey in the long term.
Automate Your Customer Service
During a short demo appointment, we will show you how we automate routine enquiries via telephone, email and chat.
Mit deepassist zur messbaren Entlastung.
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