Primebot: Case Studies of Voicebot Customer Service Automation
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13.01.2025

Primebot in Action: Case Studies of Voicebot Customer Service Automation

Primebot is an AI-powered voicebot solution that is transforming the approach to customer service. Offered by OEX Voice Contact Center, it operates in two forms: as a voicebot supporting helplines and as a chatbot facilitating text communication. This allows for efficient and seamless multichannel customer support.

Advanced technologies such as natural language understanding (NLU) and speech synthesis enable Primebot to conduct natural, fluid conversations that closely mimic interactions with a human consultant. This solution is exceptionally flexible—it can be deployed in both cloud and on-premise environments, ensuring rapid adaptation to business needs. Moreover, it operates 24/7, supports multiple languages, and significantly reduces operational costs—up to 50% in areas like recruitment and training.

This article presents real-life examples of Primebot deployments that showcase its versatility across different industries. From scheduling appointments and conducting customer opinion surveys to collecting accident reports and executing informational campaigns, each case study highlights how this technology can enhance customer service efficiency and meet modern business challenges.

 

Appointment Confirmation for a Medical Company

 

Challenge

 

  • Lack of an appointment confirmation system disrupted the workflow of radiology teams, reducing operational efficiency.
  • Inconsistent appointment confirmations, due to limited resources, extended patient waiting times.
  • Missed appointments led to inefficient resource utilization, straining the system further.

 

Solution

 

  • Automating the appointment confirmation process with a voicebot.
  • A voicebot capable of making multiple calls simultaneously in client-specified languages.
  • 24/7 availability of the bot.

 

Results

 

  • Reduced call duration—average call time dropped to 53 seconds compared to over 2 minutes for human consultants (2022 data).
  • 93.14% successful connection rate.
  • Improved organization and a higher number of confirmed appointments.

 

 

Customer Opinion Surveys

 

Challenge

 

  • High labor costs for surveyors.
  • Limited number of collected surveys.
  • Delayed insights into customer feedback and responsiveness to issues.
  • Difficulty scaling the number of surveyors to meet fluctuating demand.

 

Solution

 

Implementing a voicebot to automate customer opinion surveys and increase efficiency.

 

Results

 

  • Unlimited number of surveys collected.
  • Dynamic scalability—adapting to fluctuating demand across days and hours.
  • Faster access to gathered data.
  • Survey costs reduced by over 50%.
  • Customer satisfaction levels increased by 5%.

 

Assistance—Accident Report Collection

 

Challenge

 

No automation for categorizing and collecting data from assistance reports (e.g., traffic accidents or vehicle issues), reducing process efficiency.

 

Solution

 

  • Deploying a bot to collect and categorize data.
  • If data is not collected within 5 minutes, the customer is redirected to a consultant.
  • Utilizing a custom model for recognizing license plates and VINs with the highest accuracy in Poland.
  • Training the bot to detect profanity and phrases indicating frustration. If a customer uses obscene language three times, the call is transferred to a consultant.

 

Results

 

  • The bot relieves first-line consultants by categorizing and collecting complete information for report generation.
  • 99% of bot-handled calls are completed within 5 minutes.

 

Outbound Voicebot—Informational Campaign

 

Challenge

 

  • Time: 2 days to launch the campaign.
  • Over 27,000 unique contacts to call within 2 days.
  • Need for detailed reporting.

 

Solution

 

  • Launching an informational bot within 2 days to deliver critical updates, record consent or refusal, and provide instructions to business clients.
  • Enabling simultaneous calls to 100 people to manage the large database within the given timeframe.

 

Results

 

In 2 days, the bot completed 56,531 calls, with a total talk time equivalent to 230 hours of consultant work.

 

Enhance Customer Service Quality with Primebot

 

 

The case studies presented in this article demonstrate how Primebot can effectively support various customer service processes, regardless of the industry or scale of operations. Automating areas such as appointment confirmations, customer opinion surveys, incident reporting, and informational campaigns enables companies to significantly reduce costs, optimize resource utilization, and deliver faster and more satisfying customer interactions.

Primebot proves that advanced technology can not only lighten the workload for teams but also elevate the quality of customer service. If you’re looking for a solution to streamline processes in your organization and boost efficiency, Primebot could be the answer.

 

Author: Patrycja Hala-Saçan, Senior Content Marketing Specialist, OEX VCC.