GermanyManufacturing2020 – ongoing

Villeroy & Boch

Anna voicebot for customer-service call routing

Villeroy & Boch's Anna voicebot reached 60% automation of support-line call routing

WorkingVendor case studyVendor ↗

Problem

Customers queued during busy periods while staff routed calls to service departments and individual employees.

Approach

Villeroy & Boch developed Anna with BOTfriends and launched it in November 2020. Dialogflow interpreted spoken requests and used directory information in BigQuery to route callers. An existing employee trained and maintained the bot.

Results

60%support-line call-routing automation rate reported by Villeroy & Boch's application lifecycle management headCompany's own claim[1]

Takeaway

Villeroy & Boch automated call routing while retaining an employee to review unsuccessful requests and improve the bot.

Sources

Villeroy & Boch: Getting customers the right support with voicebot Anna and Google Cloud
Google Cloud2 Nov 2021Vendor publication

Source summaries

[1]Google Cloud2 Nov 2021

Google Cloud's customer story describes Anna's automated telephone routing. A Villeroy & Boch executive reports a 60% automation rate. The page carries no date; the Internet Archive first saved it on November 2, 2021.

Full details are in the original sources.

Added 4 Nov 2026 · Updated 4 Nov 2026