T-Systems and voiXen optimize customer satisfaction with AI

When faced with a product issue or concern, customers expect quick and friendly help. But how can customer service satisfaction be increased? T-Systems teamed up on a pilot with German startup voiXen. By means of artificial intelligence, voiXen’s algorithms analyze customer service conversations and with the results, operators can optimise call duration by up to five percent and training preparation by up to 75 percent. T-Systems is now integrating this module for quality assurance into its solution portfolio for customer centers. Additionally, voiXen operates its solution in Germany and is therefore subject to the General Data Protection Regulation (GDPR) and the German Data Protection Act. This means that T-Systems' customers receive a privacy compliant complete solution from a single source.