Case Study

From Call to Resolution: Real-Time Support in the Modern Service Center

Do you know what a “Donnerbalken” is? Our AI does. deepassist helps the employees of the Wiener Wohnen service number to better understand their customers, optimise processes and increase quality.

The Challenge

The Wiener Wohnen service number receives around 3,000 enquiries a day, around the clock, on almost 1,000 different topics. During calls, staff must capture inquiries, research information, and initiate the right processes — all while maintaining a high level of service quality. While customers describe concerns and problems, the internal knowledge database talks about solutions. At the same time, there is a wide range of processes for which the service centre employees need to be trained. Process changes are often difficult to implement and require resources for retraining.

Customer service is the differentiator. Studies show that 61% of customers start looking for an alternative provider after their first bad experience with the service centre. After two bad experiences, the figure is 76%. (Zendesk, CX Trends 2022)

Misunderstandings between callers and service employees lead to longer conversations, resentment and, last but not least, incorrectly triggered processes that subsequently cost a lot of time and money.

The Solution

deepassist translates customer language into internal process and domain logic. This gives agents the right information and recommended actions in real time, during the conversation. The AI also understands colloquial language. Employees are supported in conversation in real time. This enables them to understand the customer’s concerns faster and better and to initiate the correct solution processes with the help of deepassist. This reduces the duration of calls while directly increasing the quality of service. Wiener Wohnen customer service was able to significantly increase the first contact resolution rate and speed up the process by 30%.

The SaaS solution was integrated into the existing systems in just a few weeks without disrupting ongoing operations. deepassist is pre-trained and understands enquiries in 26 languages from all communication channels, such as telephone, email, chat or social media.

What Wiener Wohnen values about deepassist:

• Real-time support during calls
• Reduced pressure on new staff
• Faster onboarding
• Higher first contact resolution
• Better customer satisfaction
• Support with complex inquiries
• Scalability as inquiry volume grows

The Results

The training period for employees was reduced from several weeks to just a few days. Ongoing maintenance can be handled by the specialist departments themselves. New terms and modifications can be integrated quickly, without any programming effort. Terms can be adapted or added at any time via the no-code backend. With deepassist’s real-time support, inquiries are identified faster, processes are initiated more accurately, and customers receive better assistance on first contact. This improves both service quality and operational efficiency.

deepassist meets all GDPR standards and remains an AI that makes transparent and comprehensible decisions in line with the EU AI Act — providing security for customers and service teams.