AI agent reduces call times and optimizes parcel tracking

Mister Spex, Europe's leading digitally-driven omnichannel online optician serving over 7 million customers across 10 countries, has revamped its customer service strategy by integrating an AI phone agent with NiCE Cognigy. This transition goes beyond simple operational improvements, representing a significant achievement in customer service by automating a challenging communication channel—phone interactions.

88%

Return Label Requests fully automated

70%

Caller Verification Rate

30

Seconds Saved per Call

96%

Correct Intelligent Routing
(IVR previously 68%)

Customer Story

Mister Spex Kundenservice

Mister spex logo

The company

Mister Spex is the leading digitally-driven omnichannel online optician in Europe.
7M+ customers, 10+ countries

Mister Spex's AI agent

Verifies customers over the phone
Answers fully automated questions around whereabouts of parcels (WISMO)
Sends out follow-up emails
Is connected to CRM to retrieve knowledge
Forwards calls to the right support specialist, according to customers intent

Results

70% caller verification rate
30 seconds saved per call
52% of "Where is my order?" inquiries fully automated by AI
96% Intelligent routing to right support team
88% Return label automation via phone

Hear from Mister Spex firsthand! [German]

The challenge

Despite Mister Spex’s robust forecasting model for incoming calls based on historical data, trend analysis, and product-related marketing initiatives, they persistently faced the challenge of unpredictable peak times and staff shortages due to unforeseen factors like sick leave.

Consequently, the customer excellence team recognized that managing high call volumes, resulting in extended hold times did not align with their customer-centric approach. The decision to automate the phone channel, aimed at improving customer service efficiency, alleviating workload for service teams and enhancing customer satisfaction.

The choice to kickstart automation with a NiCE Cognigy AI agent on the phone channel was a carefully considered move. Mister Spex acknowledged that automating an existing channel was more promising than introducing an entirely new form of communication.

Additionally, data revealed that a significant portion of incoming calls revolved around simple inquiries, with a third related to "Where is my Order (WISMO)." Mister Spex strategy was to automate routine questions by having an AI agent welcome every customer calling in.

Our C-Level executives, service teams, and customers alike have embraced the AI phone agent solution and acknowledge the positive impact on customer experiences. The results are excellent and achieved in just a 3-month window after Go-Live.

Rose Schenk

Head of Service Excellence @ Mister Spex

The solution

The implementation of an AI agent trained on common customer inquiries over the phone empowered Mister Spex to replace the entire IVR logic and beyond. The objective was to route customers to the appropriate specialized support team based on their inquiry and automate the most common questions.

The AI agent initiates customer verification by asking numeric questions, such as house number and postal code, minimizing errors compared to name or email verification over the phone.

After verification, the AI seamlessly connects to the CRM to retrieve order status. This eliminates the need for staff intervention and enables accurate responses to customer inquiries regarding their packages. The AI's capabilities extend to automatically sending out an email with the same information, as well as a tracking number if available, ensuring a seamless follow-up.

The AI agent therefore efficiently handles WISMO cases and takes over the customer ID&V, intelligently routing other cases to the relevant contact center specialist. Thus, reducing the workload on the customer service team and ensuring that customers are directed to the right expert teams. Behind the scenes, NiCE Cognigy's AI agent is seamlessly integrated with Genesys, and Microsoft, as CRM solution.

The impact

Mister Spex’s AI phone automation has yielded significant improvements in customer service operations.

Over 70% of verifications are now seamlessly handled by the AI agent, streamlining the authentication process. The AI agent autonomously manages more than 50% of WISMO inquiries, providing quick and accurate updates on orders.

Service team efficiency has notably improved, saving up to 30 seconds on every call, and enhancing overall customer service responsiveness. Functional reporting, with transcripts of every call, allows for immediate identification and correction of routing errors, ensuring a smooth customer interaction process.

Future plans include expanding the capabilities to cover cancellations and issue return labels, promising a broader range of automated functionalities. The planned introduction of Agent Assist/NiCE Cognigy AI Copilot aims to provide additional support and even more efficiency to the customer service team.

Automated WISMO

Decreased Hold Times

Intelligent Routing

We are convinced this innovative customer service approach is the future. We will continuously train our AI Agent to expand its capabilities in both customer and employee service, embracing the era of AI-driven experiences.

Maik Genseburg, Team Lead Service Operations @Mister Spex

AI agent reduces call times and optimizes parcel tracking

88%

70%

30

96%

Customer Story

The company

Mister Spex's AI agent

Results

Hear from Mister Spex firsthand! [German]

The challenge

The solution

The impact

Automated WISMO

Decreased Hold Times

Intelligent Routing

We are convinced this innovative customer service approach is the future. We will continuously train our AI Agent to expand its capabilities in both customer and employee service, embracing the era of AI-driven experiences.

Want the same success with NiCE Cognigy?

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