AI chatbots at ImmoScout24: From standard responses to smart and efficient customer support
on-demand
“
The Immoscout24 case study is a powerful example of how support can be scaled without additional resources – through clear structures, automation and the right choice of tools.
“
How Immoscout24 uses an AI chatbot to automate 75% of enquiries and enable scalable 24/7 service without additional staff
Your guide to scalable customer service – the Immoscout24 use case
What to do when customer enquiries increase but resources remain limited? Immoscout24 shows how support processes can be efficiently structured, automated and scaled – with an AI chatbot and a clear focus on feasibility and impact.
- Understanding the initial situation: What problems were reported, how often they occurred, and how this led to the idea of automation
- Defining the target vision: Enabling 24/7 service without additional staff – why scaling was necessary and a voicebot was not an option
- Analysing the false start: Why the first platform chatbot failed and what limitations the old system had
- Change with impact: What immediately impressed us when we started with moinAI – from the first demo to the setup.
- The specific use case: What topics the chatbot was built around and how the structure came about.
- Challenges at the start: Why getting started was easier than expected, but GenAI needs clear framework conditions.
- Independence as a success factor: How simple tools and decentralised responsibility ensure acceleration.
- Live insight behind the scenes of the AI chatbot: How content is created, controlled and optimised – directly in the moinAI hub
- Results at a glance: An average automation rate of around 75% and other relevant key figures
- Practical insights: Why data quality is crucial, autonomy accelerates processes and scaling is a system issue
Sign up for the webinar:
Speakers in the panel:
Mit über 15 Jahren Erfahrung im Kundenservice leitet Sandra Schütt als Head of Customer Care bei ImmoScout24 ein Team für exzellenten Service, Reklamationsmanagement und Prozessoptimierung. Ihr Ziel: Kundenzufriedenheit und Effizienz durch innovative Lösungen und strategische Führung nachhaltig zu steigern.
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.
