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Conversational AI Bots Providing Infinite Solutions: GenAI Innovation

    rheinischepost

     

    Rheinische Post Mediengruppe leads the way in customer service innovation with smart AI bots

    Rheinische Post Mediengruppe, a leading force in Germany's media landscape, faces the daily challenge of managing thousands of customer inquiries. To meet this demand, they have embraced an AI-driven transformation with ThinkOwl. This move has revolutionized its customer service operations. Now, automated email and voice AI bots handle routine queries, cutting down response times and easing the workload on their service team. The result? A more efficient, streamlined approach to customer care, powered by cutting-edge technology.

    42%


    Inquiries handled by the bot

    >40%


    Reduction in processing time

    11

    FTE saved

    "By switching from our email response system to the AI-powered omnichannel service platform from ThinkOwl, we reduced our processing times by over 40% within just a few weeks. The integration was completed on time and within budget. Our employees appreciate the modern user interface."
    Corinna Kaussen
    Corinna Kaussen
    Head of Operations | Digital Dialog GmbH (Rheinische Post)

    Rheinische Post Mediengruppe

    Rheinische Post Mediengruppe (RPMG) is a medium-sized media company based in Düsseldorf. It publishes the highest-circulation daily newspaper in the Rhineland, reaching about 759,000 readers daily. Additionally, the media group publishes the highest-circulation daily newspaper in Bonn and the Rhein-Sieg district, the Bonner General-Anzeiger, with a daily circulation of around 55,000 copies.

    The company has stakes in 16 radio stations and eight German advertising weekly publishers. High-performance printing centers in Düsseldorf and Saarbrücken complement the portfolio.

    With the online portal of Rheinische Post, the media group operates one of the highest-reach portals among German daily newspapers, attracting about 7.95 million unique users per month.

    Source: https://www.rheinischepostmediengruppe.de/en/company/about-us

    Employees

    EMPLOYEES
    3000

    Headquarter

    HEADQUARTER
    Düsseldorf

    Industry

    INDUSTRY
    Media - Publishing

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    Challenge and Solution

     

    The challenge

    With a wide range of publications and services, RPMG received a high volume of customer inquiries daily across multiple communication channels. Manually handling these inquiries proved time-consuming, leading to longer response times and a heavier workload for employees. To improve efficiency and enhance customer satisfaction, RPMG began looking for a solution to automate its customer service operations.

    Requirements

    • Desire for future-proof workplaces: Embracing innovation, flexibility, and digital tools for long-term success.
    • Faster processing of customer inquiries: Reduction in response times and improvement in service quality.
    • Integration of modern technology: Implementation of a scalable and future-proof omnichannel solution that unifies various communication channels.
    • Standardization of communication: Uniform and consistent responses to customer inquiries.
    • Cost reduction: Efficiency gains through automation and optimized processes.
    • Improved efficiency: Reducing employee workload by accelerating workflows.
    • Increase automation rate: Repetitive inquiries should be processed automatically to save resources.

      Requirements

     

    Solution

     

    Solution

    RPMG transformed its customer service with ThinkOwl, an AI-powered solution. By using voice bots and mail bots, internally named "Hermine" and "Hedwig," routine inquiries were automated and handled around the clock. The bots quickly understand customer inquiries and provide precise answers. For more complex issues, they effortlessly escalate the matter to the appropriate team members.

    • Automated categorization and prioritization: The AI analyzes incoming emails and automatically forwards them to the appropriate employees.
    • Intelligent response suggestions: The platform offers pre-written responses that save employees time and increase consistency.
    • Scalability with omnichannel integration: All communication channels are centralized on a single interface, eliminating silos and ensuring seamless communication.

    Results

    By implementing ThinkOwl, RPMG achieved the following improvements:

    • Increase in efficiency: The automation of routine tasks relieved the employees, allowing them to focus on more complex tasks.
    • Improved response times: Customer inquiries were processed more quickly, leading to increased customer satisfaction.
    • Employee satisfaction: By reducing monotonous tasks, employee satisfaction increased as they were able to focus on more value-creating activities.

    The successful integration of ThinkOwl into the customer service of Rheinische Post Mediengruppe demonstrates how AI technology can be effectively used to enhance both efficiency and the satisfaction of customers and employees.

      Business Benefits

     

    "After introducing ThinkOwl to our team, we realized that our entire way of working became much more goal-oriented. Within just two months, we cut our email processing time in half. No one had expected that. It was truly outstanding."
    Corinna Kaussen
    Corinna Kaussen
    Head of Operations | Digital Dialog GmbH (Rheinische Post)

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