Service Automation That Inspires 🤩 | AI Agents at HELLA GUTMANN
An intelligent multi-agent system for voice, chat, and email: How HELLA GUTMANN Solutions, in collaboration with comevis, is automating customer service, optimizing processes, and reducing the workload on expert teams.
4.6 out of 5 stars for customer satisfaction in chat*: At HELLA GUTMANN Solutions, the initial results show just how positively AI agents are being received in customer service. For a company that serves more than 50,000 repair shops and is confronted daily with complex technical issues across various contact channels, this is a significant success. ⭐
Together with comevis, HELLA GUTMANN laid the groundwork for intelligent, cross-channel service automation in just 12 weeks. Instead of isolated, standalone solutions, they created a unified technological foundation that automatically processes customer inquiries and strategically involves teams of experts. 🚀
Interview: How AI Agents Are Transforming Customer Service
How can companies get started with service automation? What experiences has HELLA GUTMANN already had with AI agents, and what potential does this hold for the future?
In this interview, Mathias Baumann, Head of Operations and Customer Service at HELLA GUTMANN Solutions, and Patrick Claude Nölke, a member of the Executive Board at comevis, discuss their collaboration, initial successes, and the next steps in development.
Service Automation: One System Instead of Isolated Solutions
Service automation with AI agents enables companies to handle customer inquiries across all channels, automatically capture information, and intelligently trigger downstream service processes.
At HELLA GUTMANN, the AI agents access a shared knowledge base. They answer questions, triage issues, and forward more complex cases in a structured manner as support tickets to the relevant expert teams. This reduces follow-up inquiries and speeds up further processing.
Speech recognition in the noisy workshop environment posed a particular challenge. Here, comevis specifically applied its many years of expertise in audio, voice, and conversational AI. 🔊
Greater accessibility, more efficient processes
Since going live, usage of the AI agents has been steadily increasing. The chat agent, in particular, has impressed not only with high customer satisfaction but also with positive feedback from the service teams. 📈
The 24/7 availability also enables customers to address their concerns regardless of business hours and without waiting times. At the same time, the expert teams gain more flexibility to focus on complex tasks.
Another key to success is technological independence: HELLA GUTMANN retains control over its own platform and knowledge management and can continue to develop the system independently.
The use of AI agents thus delivers more than just automated customer communication: it provides a future-proof foundation for intelligent, efficient, and scalable customer service.
*Source: HELLA GUTMANN Solutions – Average user rating of 4.6 out of 5 stars based on ratings submitted via the website widget after chat sessions within a limited evaluation period.
