The problem
Beurtvaartadres's customer service receives hundreds of questions a day about transport, customs, environment, waste and related topics. Every call or email took a lot of time, because the knowledge was spread across different desks and hardly shared. An employee often had to call a colleague at another desk first before the customer got an answer. The answer usually existed, but it was in someone's head, mailbox or document folder.
The solution
First we set up knowledge management with AI: capturing, structuring and securing all knowledge across the organisation, so it becomes one reliable source instead of separate desks. On top of that we built an AI assistant for the customer service staff themselves, which gives the right, combined answer to every question straight away, whatever field the question is about. In the second step we opened that same knowledge up to customers as self-service, so customers find their answer without calling or emailing first.
The result
Staff have the answer ready straight away instead of searching or asking a colleague. Questions are handled twice as fast and customers get the same answer at every desk. Thanks to self-service, the number of service requests has dropped by 30%, which gives customer service time for the complex questions that need a person. Beurtvaartadres's knowledge is now recorded in the organisation as well, and no longer depends on who happens to be at their desk.
