SIMPLIFIED CONNECTION OF CHAT- AND VOICEBOTS FOR A/V/E.
More Smoothness in AI-based processes thanks to our cloud application.
Highlights
- Support of AI-based voice- and chatbots for process automation
- Connection of A/V/E clients’ diverse system landscapes
- Extremely short implementation time span between the decision and the first processes going live
- Autonomous development of flows by the A/V/E development team
- High-performance cloud service that never breaks a sweat, even with a high task volume
Fact sheet
| client | A/V/E GmbH |
| sector | Dienstleistung |
| Head office | Halle |
| Employees | 300 |
| Purpose | smart customer management using service bots |
A/V/E GmbH
Missions accomplished
- Connectivity
- Automation
- Services
Smart technology
- Virtimo Digitalization Cloud
Better, faster, more efficient: Chat- and voicebots in end customer management.
Technical expertise, reliable processes and innovative solutions have always been the mission of A/V/E GmbH. As a service provider, they handle numerous processes in the area of end customer management for energy companies and other clients.
Triggered by the corona and energy crises, call and process volumes have increased to such an extent in recent years that they could no longer be handled through human capacity alone. To drive the digitalization project forward, chatbots and voicebots were initially used to handle simple processes.
As the complexity of the processes increased, so did the need for greater efficiency – specifically, the need for a data hub with stable interfaces between the bots on A/V/E’s side and the backend systems of their clients. “The credo is always to solve processes in the IT tools end-to-end,” says Thomas Ebenrett, Head of Digital Services at A/V/E.
Complexe Processes, limited resources, even less time.
Thanks to a previous collaboration with Steffen Lehmann, now Head of Sales at Virtimo, Thomas Ebenrett was already roughly familiar with our portfolio and approached us with this new challenge.
It quickly became clear that the cloud application that A/V/E was looking for could be implemented perfectly on the basis of IGUASU, which is immediately available as a central service of the Virtimo Digitalization Cloud.
After setting up the basic platform, including the connection of our Identity Management via single sign-on, we held a workshop with a few A/V/E employees on specific implementation issues. Having only this small number of developers involved is a great advantage for Thomas Ebenrett: “It speaks for itself that we do not have a huge personnel investment. For quite complex processes.” Just a few months after the start of the project, the first processes went live via the new integration platform at the end of 2024. Steffen Lehmann emphasizes: “This project example shows how easy it is to implement processes independently with our platform.”
The automation of the A/V/E processes was optimally supported by our platform, which makes fairly rapid development possible, and a tech stack that is available in its full scope for use as a package.
Stephan Bögel
Consulting | Virtimo AG
More smartness needed: AI can do a lot, but not everything.
The use of the Virtimo Digitalization Cloud with IGUASU means that A/V/E has moved away from manual processes. Not only does this cut down on personnel resources, but it also significantly increases the speed of processes: “The improvement is quite clear: on the one hand we have really picked up speed in setting up and integrating processes, meaning a quicker implementation, and on the other hand we have much greater process transparency,” says Thomas Ebenrett.
The information received via the AI-based chat- and voicebots can be stored directly in A/V/E’s clients’ backend systems without any detours. This also significantly increases data quality, as manual transmission errors can no longer occur.
Technological basis for a future-proof A/V/E.
With an update to the major version IGUASU 3.0, A/V/E is now even more flexible in future expansion stages, as Stephan Bögel, Consultant at Virtimo, emphasizes: “The great thing about the new version is that updates can now be triggered by A/V/E in self-service and are then run fully automatically, so that there is usually no need to open a support ticket or enlist any interaction from our cloud ops.”
In the future, other, more complex processes of the energy industry, such as the registration of a feed-in system, could be handled fully automatically. However, A/V/E also wants to further advance process automation in other sectors, such as the housing industry and telecommunications, by using AI in combination with IGUASU as an integration layer. A premise that is also very close to our own: reducing complexity so that employees can focus on their actual core tasks.
We’ve been given the full integration layer that we wanted. It is high-performance; we don’t have to worry about the infrastructure; we can simply use it and get all the KPIs that we need. I also appreciate the collaboration at eye level and Virtimo’s genuine interest in driving the topic forward with us.
Thomas Ebenrett
Head of Digital Services | A/V/E GmbH
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