Katja
Your Contact Person
HR Manager
career@adesso-group.com
+49 231 7000-7100
bitChat for BITMARCK
As part of its digitalisation strategy, BITMARCK decided in 2019 to launch a chat function as an additional first point of contact for Service Desk enquiries.The project consisted of two main parts: implementing a chatbot and a live chat function. The use of artificial intelligence in the form of a chat partner eases staff workload and promotes service quality by making it possible to answer questions in real time and create, pre-qualify and process tickets. If a request cannot be immediately resolved, “Tessa” hands over the chat to Service Desk agents.
Details of the project strategy:
BITMARCK decided to implement and evolve the “bitchat” project with adesso SE and the Austrian high-tech company Onlim, which developed a conversational platform for automated customer communication using chatbots and language assistants. Thanks to this cooperation, the project benefited from significant added value in the form of product, industry and customer knowledge in combination with the latest technological developments. The conversational platform was used as a basis to tailor the function to BITMARCK’s needs. This involved deeply integrating chatbot communication into BITMARCK’s ticket system and knowledge database.
About BITMARCK:
- BITMARCK is the largest full-service provider in the IT market for statutory health insurance companies and counts around 80 % of Germany’s statutory health insurers as its customers.
- Its customers include the company and guild health insurance funds (Betriebs- und Innungskrankenkassen), DAK-Gesundheit and other health insurance funds.
- Over 30,000 employees and more than 25 million insurees in the statutory health insurance system benefit from BITMARCK’s IT services.
- The launch of a chatbot reflects BITMARCK’s efforts to tackle key digitalisation topics, such as the ever-growing number of self-service options available to customers.
Solutions and results:
- The bitchat function, named “Tessa”, has established itself as a user help desk for BITMARCK’s staff and some of its health insurance funds.
- Additional support is provided by the ePA chatbot – an insuree help desk directly available to the end customers of the individual statutory health insurance companies.
- BITMARCK successfully expanded its Service Desk and firmly integrated the chatbot within its offering.
- A large proportion of straightforward enquiries are handled directly by the chatbot, allowing the Service Desk staff to focus on more complex requests.
- The increasing number of enquiries made using the bitchat function shows how much work has been removed from the shoulders of BITMARCK employees.
- The fact that the bitchat function is set to be upgraded to a voicebot is another reflection of its success and actual use.
Key project information:
- Project locations: Hamburg, Frankfurt, Vienna, remote
- Project duration 07/2019 – 01/2020; live operation and evolution: 02/2020 – 01/2024
- Person days: initially 275; core team including customer: 9 people
Fun-Fact:
When the project was completed, the team all went for the best Wiener schnitzel in Vienna, having returned to the city especially for the occasion.
Your Contact Person
Katja
HR Manager
- adesso SE
- Adessoplatz 1
- 44269 Dortmund
- M: +49 231 7000-7000
- F: +49 231 7000-1000
- E: info@adesso.de