GermanyRetail and e-commerce2022 – ongoingHSE
Voice AI for telephone orders and product offers
HSE's voice agent handled up to 3 million calls annually, according to Parloa
Problem
HSE's keypad-based ordering hotline kept customers on lengthy calls. Busy periods also put pressure on service centres.
Approach
HSE worked with Parloa and MUUUH! to build EASY AI for telephone orders. The system entered use in early 2022 after 3 months of development. It accepted spoken answers or keypad input and offered additional products.
Results
Takeaway
The ordering service kept keypad input available alongside voice interaction. Cross-selling became part of the automated order process.
Categories
- Industry
- Retail and e-commerce
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Parloa described HSE's deployed telephone-order agent. It reported annual automated call volume and a 10% cross-selling success rate.
Full details are in the original sources.
