Inspired by human and artificial intelligence
Dietikon, 4 August 2023
What do the run-up to Christmas, Valentine’s Day and the start of the new school year have in com-mon? They all trigger thousands of online orders. Which means thousands of parcel deliveries.
Champion’s promise
The run-up to special days, school holidays or other festive occasions means a busy time not only for online shopping, but also for the Planzer Parcel Customer Service Centre. This is where our customer service promise comes in: we aim to serve our customers with the same high quality, uncompromising reliability and expected urgency as always, even in peak times.
Innovating with technology
With this in mind we examined our work processes in customer service and, together with the innovation experts of the Planzer Workbench, looked for a solution – something to help us optimise our customer service in terms of efficiency and quality. We wanted to shorten the list of open enquiries – what we generally call ‘the backlog’ – and ideally eliminate it altogether. After an intensive evaluation process we managed to find it: from the Swiss deep-tech company Typewise.
Typewise specialises in applications for keyboards, corrections and text blocks. The Basel-based start-up’s success story began with a virtual keyboard app for smartphones and tablets, which helps users type more quickly and accurately. The app presents the keyboard layout in a honeycomb formation, which makes text input easier and more ergonomic. Typewise made its breakthrough in October 2020 on the VOX TV series featuring inventors, ‘Die Höhle der Löwen’ (literally ‘The Lions’ Den’ – the German-language version of the international format ‘Dragons’ Den’). Since then Typewise has refined the software and developed other applications.
Learning with every enquiry
With Typewise, our customer service employees can insert pre-defined text blocks into their emails. This shortens reaction times considerably and lends Planzer Parcel a consistent verbal presence, which conveys greater professionalism. We formulate the text blocks according to the Planzer verbal identity guidelines, translating them into three national languages and English. All of our customer service employees can access the text blocks quickly and easily.
What makes it special is that Typewise uses artificial intelligence to continue or complete sentences that have been started. The application analyses each customer enquiry individually and tries to anticipate their ideas. The system learns from human texts and therefore reproduces human responses. In doing so it learns continuously, and so offers increasingly accurate formulations. Typewise automatically corrects spelling mistakes and typos. In addition, the software identifies word order errors or words used repeatedly and suggests possible synonyms.
Less effort, more satisfaction
Typewise helps our customer service team tackle the tough challenges of a large quantity of enquiries even more efficiently and maintain a higher quality standard, even in hectic periods. Since Typewise was successfully introduced in December 2022, we have been able to boost our efficiency in customer service. The quality of our responses has been automatically improved 103,000 times. And as a result we have saved an average of 360 work hours per month.
Even better help
In our Customer Service Centre, our focus is on what matters to customers. That’s why we have humans taking care of things, not bots. For our customer service employees, the AI application Typewise relieves strain and serves as a useful add-on. It enables them to be more precise and more personal in how they formulate responses. For our customers, the tool is an invisible assistant in the background, making their online contact with Planzer Parcel even more informative and valuable.
