Deutsche Bahn Connect: support requests from all over the world
DB Connect already integrated OMQ's Artificial Intelligence in 2013. With the help of the intelligent knowledge database, customer service has improved significantly.
Customer since: February 2013
DB Rent GmbH is a part of Deutsche Bahn's business field. Amongst others DB Rent offers fleet concepts and mobility modules.
OMQ Contact and OMQ Assist in use
The DB Connect is a subsidiary of Deutsche Bahn and offers besides the known business areas Carsharing "Flinkster" and bike rental systems "Call a Bike" numerous other services. Among these are the following products: consulting for mobility concepts and realignment of fleet, professional fleet management, finance lease, and chauffeur service.
65 % of the requests enter through the contact form, whereas the total number of customer requests strongly depends on the seasonal market. For example, in the bike rental system customers rely on the support especially during summer season. Every day a large number of customer inquiries about booking, cancellation, app usage arrive in the customer service department. Requests to the customer service and response time could already be reduced through the use of OMQ Connect and OMQ Assist.
Concept design for customer service
With the help of the performed analysis the structure of the knowledge base was revised to increase the solution rate of the OMQ systems even further. Additionally an analysis of the service processes was carried out to increase the efficiency of the customer service and also to improve the service level.
To get a closer view of the structures and processes of the customer service, several conversations with managers as well as employees were conducted. Thereby, special focus was placed on the work with OMQ systems. The final step of the analysis was the presentation of the service processes which identified possible points of improvement in the customer service.
Success and further development
OMQ Contact, which is directly integrated in the contact field, reduces the number of customer requests, while in the same way the processing time of arising tickets is reduced through the use of OMQ Assist. The guidance, which is based on the conducted service analysis, contributed to the reduction of customer requests.
DB Connect is an international operating company. Therefore it is important to offer service in many languages. By the multilingualism of OMQ products, for example, requests in English are answered more easily. The OMQ systems have automatic speech recognition, which suggests dynamically matching text modules in the respective language in real time. Thus, the company achieved an additional advantageous optimization in internal service processes. DB Connect decided to integrate more OMQ products based on the big success with the system.
"Besides OMQ Conntact, we also use OMQ Assist. With this extension we can create new products at the touch of a button and optimise our processes. Therefore, our knowledge base is always up-to-date. The clear interface makes it very easy to manage the questions and answers."
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