In an increasingly digitalized world, the use of an AI-supported Voice and Chatbot at the Munich public utilities aims to address the rising demands and expectations of customers to sustainably secure competitive advantages. The goal is for first-level customer inquiries to be handled automatically around the clock (24/7) to relieve employees in customer service of daily operations. The voicebot should be able to automatically recognize, classify, and, depending on the scenario, independently complete incoming customer calls or forward them to the relevant department for further processing. At the same time, a chatbot will be introduced on web and app channels to also handle simple customer inquiries without human intervention around the clock.
The possible services are divided, but not limited to, the following key areas.
1.) Provision of an AI-supported voicebot for telephone (inbound calls) and a chatbot for web and app channels.
2.) Automated processing of customer inquiries (recognition, classification, completion or forwarding to specialist departments).
3.) Integration into the existing system landscape, particularly:
- AWS (telephony platform, e.g., Amazon Connect)
- SAP Service Cloud (customer and service information)
- CMS system (Magnolia for FAQs/knowledge articles)
4.) Development and implementation of interfaces:
- REST/OData, SIP/WebRTC
- Secure authentication (OAuth 2.0, AWS IAM, SAP Identity)
5.) GDPR-compliant data transmission and storage with defined protection needs (“high”).
6.) Configuration of the AI agents and prompts for operational use.
7.) Conducting tests:
- Unit, integration, and load tests
- Ensuring performance under high request volume
8.) Documentation of interfaces and handover to operations.
9.) Training of key users:
- Content and methods according to SWM specifications
- Goal: efficient use and multipliers in the company
10.) Provision of an operational and maintenance concept:
- Monitoring
- Ticket processes for disruptions and changes
11.) Support services:
- German-speaking support
- Defined availability and solution times
- Representation of disruption, service, and change processes
12.) Scalability of the solution:
- Consideration of increasing call and chat volumes
- Proof of “fluid” performance
13.) Agile further development after implementation:
- Ticket-based adjustments (XS–XL)
- Billing according to story points over 5 years
Changes are reserved. There is no (minimum) acceptance obligation for the client.
The minimum requirements for the examination of the participation applications are:
- At least 3 references showing the different types of procedures with at least 1 reference from an energy and supply company
- One of these references with at least 400,000 processed calls per year
- The software provider assumes full implementation of the solution into the existing system landscape.
LOT-0000
SV-KWA-260120-005
SV-KWA-260120-005 - AI-supported Voice/Chatbot in Customer Service.
In an increasingly digitalized world, the use of an AI-supported Voice and Chatbot at the Munich public utilities aims to address the rising demands and expectations of customers to sustainably secure competitive advantages. The goal is for first-level customer inquiries to be handled automatically around the clock (24/7) to relieve employees in customer service of daily operations. The voicebot should be able to automatically recognize, classify, and, depending on the scenario, independently complete incoming customer calls or forward them to the relevant department for further processing. At the same time, a chatbot will be introduced on web and app channels to also handle simple customer inquiries without human intervention around the clock.
The possible services are divided, but not limited to, the following key areas.
1.) Provision of an AI-supported voicebot for telephone (inbound calls) and a chatbot for web and app channels.
2.) Automated processing of customer inquiries (recognition, classification, completion or forwarding to specialist departments).
3.) Integration into the existing system landscape, particularly:
- AWS (telephony platform, e.g., Amazon Connect)
- SAP Service Cloud (customer and service information)
- CMS system (Magnolia for FAQs/knowledge articles)
4.) Development and implementation of interfaces:
- REST/OData, SIP/WebRTC
- Secure authentication (OAuth 2.0, AWS IAM, SAP Identity)
5.) GDPR-compliant data transmission and storage with defined protection needs (“high”).
6.) Configuration of the AI agents and prompts for operational use.
7.) Conducting tests:
- Unit, integration, and load tests
- Ensuring performance under high request volume
8.) Documentation of interfaces and handover to operations.
9.) Training of key users:
- Content and methods according to SWM specifications
- Goal: efficient use and multipliers in the company
10.) Provision of an operational and maintenance concept:
- Monitoring
- Ticket processes for disruptions and changes
11.) Support services:
- German-speaking support
- Defined availability and solution times
- Representation of disruption, service, and change processes
12.) Scalability of the solution:
- Consideration of increasing call and chat volumes
- Proof of “fluid” performance
13.) Agile further development after implementation:
- Ticket-based adjustments (XS–XL)
- Billing according to story points over 5 years
Changes are reserved. There is no (minimum) acceptance obligation for the client.
The minimum requirements for the examination of the participation applications are:
- At least 3 references showing the different types of procedures with at least 1 reference from an energy and supply company
- One of these references with at least 400,000 processed calls per year
- The software provider assumes full implementation of the solution into the existing system landscape.