In august 2021, 72% of all support enquries were handled by phone. In august 2022 this number was reduced to 56%. This means A LOT of saved hours for the human agents since an average support case by phone takes 8 minutes.
During the first ten months (1 November 2021 to 1 September 2022) Bothild solved 88% of all incoming chats. More complex cases were handed over to human support through email.
From august 2021 to august 2022 the overall load of incoming support enquries to Kraftringen increased by 430% (!). With Bothild automating simple tasks, Kraftringen got a better chance to face this support rush and let their human team focus on more advisory support.
Besides the customer service bot Bothild, Kraftringen launched a chatbot for internal support in June 2022. The internal chatbot supports Kraftringens employees in IT-related issues.