Callbots to improve customer experience

In 2021, DIAC launched two callbots to facilitate access to customer service: overflow (taking messages and sending emails) 192,175 calls received for 98,063 emails generated, and processing (amount of contract balance) 53,899 balance requests for 9,892 balances returned.

In 2022, two new prototypes are to come: qualification (customer orientation and context of the call) and processing (battery price of the customer’s electric vehicle).

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