How Teleboy automates 71% of inquiries: AI chatbots in reality checkRetryClaude can make mistakes. Please double-check responses.
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Anyone who wants to know how a chatbot really works in practice is exactly right here. Instead of marketing blabber, you'll get real insights, well-founded explanations, and hands-on tips from experts. We show what works, which mistakes can be avoided - and how companies can permanently save time, costs, and resources.
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Teleboy, one of Switzerland's leading telecommunications companies, has been using the moinAI AI chatbot since summer 2023 - with great success. In the webinar, Florian Krabbe from Teleboy and Johannes Hehr from moinAI talk about how automation has changed customer service.The first points of contact occurred in 2023 at the CCW - and it quickly became clear: It's a match! Today, almost two years later, it's clearly evident how significantly the chatbot has relieved the support team.
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Speakers in the panel:
Johannes is Chief Sales Officer at moinAI and is passionate about innovative technologies. In his role as head of the sales team at moinAI, he drives the future of customer communication forward in both medium-sized businesses and large enterprises in the DACH region.
"There were many reasons to implement the chatbot. Our three most important ones were: 24/7 availability, cost efficiency, and scalability." - Florian Krabbe, Teleboy
Why did Teleboy introduce a chatbot?
60,000 subscriptions, 400,000 users per month - that adds up to quite a number of support inquiries. Teleboy has always relied on an omnichannel approach with email, telephone, and comprehensive FAQs. Since summer 2023, the chatbot has been on board to make support even more efficient. The goals:
- 24/7 availability - outages and problems don't adhere to business hours.
- Less support effort, lower costs - the bot takes care of routine inquiries.
- Better scalability - one bot for many customers instead of many customers per agent.
The 3 most important learnings
The chatbot has conducted 24,609 conversations so far and independently resolves 71% of inquiries on average. In recent months, the success rate has even increased to 85-90%.
"The development at moinAI with generative AI is really powerful. The chatbot gets a knowledge base - in our case, these are the FAQs - and learns from it to write its own answers. This has noticeably improved our automation and given us another boost of almost 10%." - Florian Krabbe, Teleboy
Here are the most important insights since the chatbot went live:
- Efficiency through automation: The chatbot provides significant relief for the support team - especially since generative AI has made it even more powerful.
- Declining human takeover rate: Currently, about one in five chats is still transferred to a human, but the trend is clearly downward. So far, there have been 5,571 takeovers out of a total of 24,609 conversations.
- Negative rating ≠ bad bot: Not every negative rating means that the chatbot made a mistake. The important distinction is: Was there actually an incorrect answer, or were users dissatisfied because their expectations weren't met? This analysis helps to specifically optimize the chatbot.Example: Teleboy experienced a system outage and many customers used the chatbot. Although the bot correctly explained the situation, ratings were often negative anyway - because the outage itself remained.
And what comes next?
Teleboy plans to further improve automation and reduce the number of human takeovers. The goal is clear: to continue increasing positive feedback and maintain a stable automation rate.
The webinar has shown how a well-implemented chatbot can relieve customer service and simultaneously improve the customer experience. Teleboy continues to focus on continuous optimization and remains an excellent best practice example for AI-supported customer service.
We look forward to continuing our collaboration and are excited about what's still to come!
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