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Conversational AI Bots Providing Infinite Solutions: GenAI Innovation

    AAP Lehrerwelt GmbH

     

    How modern email management boosts efficiency and enhances customer satisfaction

    AAP Lehrerwelt GmbH, a dynamically growing company in the education sector, faced increasing customer inquiries and inefficient service processes. By implementing ThinkOwl‘s AI-powered omnichannel service desk, the 15-person team was able to transform customer service and sustainably increase efficiency within six weeks.

    80%


    AI recognition rate

    40%


    One-touch processing

    500

    Processed tickets per month (via RPA)​

    "Our communication has become much more standardized, and we've significantly increased our speed. I found the agile, pragmatic approach of the ThinkOwl team far more effective than the large, cumbersome projects. Here, you can dive right in, experiment, and see quick results!"
    eike gaekel
    Eike Gaekel
    Head of Customer Service AAP Lehrerwelt

    AAP Lehrerwelt

    With over 130 employees, AAP Lehrerwelt is committed to supporting and easing the daily work of teachers and schools.​ The company has a broad professional scope that aligns with the diverse needs of an e-commerce education company, including several specialized publishers, online platforms, and webshops for educators.​

    Employees

    EMPLOYEES
    130

    Location

    HEADQUARTER
    Hamburg

    Industry

    INDUSTRY
    eCommerce

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    Challenge and Solution

     

    The challenge

        • Technological lag: AAP Lehrerwelt had grown dynamically for 6 years, using conventional hands-on solutions.
        • Rising customer inquiries: Long response times due to manual processes and inconsistent responses to routine inquiries.
        • Different response quality: Led to increasing dissatisfaction among all parties involved.

    Additionally, they faced these further challenges:

        • Outlook as the main email tool: Inefficient forwarding and tracking of inquiries.
        • Distributed structures: 3 locations + external service providers​.
        • Dispatching issues: High effort, no transparency.
        • Challenging solution search: Overwhelm caused by the abundance of providers.

    Requirements

    • Efficient handling of customer inquiries: Reducing response times and improving service quality.
    • Standardization of communication: Uniform and consistent responses to customer inquiries.
    • Cost reduction: Efficiency gains through automation and optimized processes.
    • Increase in efficiency: Reducing employee workload by accelerating automated workflows.​
    • Integration of modern technologies: Implementation of a scalable and future-proof service platform that consolidates various communication channels.
    • Agile, pragmatic solution without high setup costs: Quick implementation without significant investments in infrastructure.
    • Increase in automation rate: Repetitive inquiries should be processed automatically to save resources.​

      Requirements

     

    Solution

     

    Solution

    The following measures were taken through the implementation of ThinkOwl:

    • 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

    • Agile project management: Quick onboarding in "Lehrerwelt Service" through customer support.
    • Reduction of external service center capacities (positive business case)
    • Quick go-live: Implementation in 8 weeks (including 2-3 weeks of summer break, 2023)
    • Increase in efficiency: Automation accelerated processes and increased productivity.
    • Improved customer communication: Standardized and quick responses led to higher customer satisfaction.
    • Flexibility and scalability: The new service platform is adaptable and supports the company's continued growth.

    Learnings:

    • Start quickly with simple processes.
    • The tool can only be used efficiently through a learning curve.
    • AI training: Hands-on learning through practical training.

      Result

     

    "We have a core of highly trained and experienced customer service staff who can focus on customer cases that require a human touch – and we automate the rest."
    eike gaekel
    Eike Gaekel
    Head of Customer Service AAP Lehrerwelt

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