The demands for excellent customer service are constantly increasing. Customers expect quick solutions around the clock, while service teams are under high pressure. To meet these challenges, two specialists are pooling their expertise: BOTfriends, expert in Conversational AI, and CASERIS, provider of a leading contact center software, today announce their strategic partnership.

The challenge in modern customer service

Companies today are faced with a dilemma: how can service quality be improved and efficiency increased without overloading employees? Recurring standard inquiries tie up valuable capacity, while customers wait impatiently in queues. Intelligent automation is no longer just an option here, but a strategic necessity.

Two partners, one shared vision

This partnership combines two leading technologies into a holistic solution:

  • CASERIS provides the technological backbone for professional customer communication with its flexible and powerful platform. The software is designed to manage the hotline efficiently and offer agents an optimal working environment.
  • BOTfriends contributes its expertise in the development of intelligent AI voice agents. These are able to conduct natural conversations, understand customer concerns and handle standard processes such as status queries, appointments and data collection in a fully automated manner.

The synergy: how customers and employees benefit

The seamless integration of the BOTfriends AI Agent into the CASERIS Contact Center platform creates a powerful symbiosis. Calls are first answered by the AI agent. This solves standard issues immediately and independently. If the agent recognizes a complex problem that requires human expertise, it collects all relevant information and forwards the call, including the entire context, to the service employee in the CASERIS system.

The advantages at a glance:

  • For service employees: a massive reduction in repetitive routine inquiries. This leads to a noticeable reduction in workload and allows them to concentrate on demanding, consulting-intensive cases, which increases employee satisfaction.
  • For end customers: Immediate help with simple concerns, 24/7 availability and an end to long queues. The result is a smooth and positive service experience.
  • For companies: A significant increase in process efficiency, optimized utilization of the service team and a demonstrable improvement in key performance indicators such as customer satisfaction (CSAT) and Net Promoter Score (NPS).

Voices on the partnership

"The future of customer service lies in intelligent collaboration between humans and AI. In CASERIS, we have found a partner whose technological excellence and open platform enable us to do just that. Together, we are relieving service employees of repetitive tasks and giving them the freedom to focus on empathetic and complex customer advice. This is a win-win situation for employees, customers and the company as a whole."

Benjamin Annen
Vice President Revenue & Partnerships at BOTfriends

CASERIS Torsten Buettner

"Our goal at CASERIS is to offer our customers a contact center solution that is not only powerful, but also as future-proof as possible. The partnership with BOTfriends is a decisive step in this direction. The seamless integration of their leading voice AI technology into our platform gives our joint customers a powerful tool to increase efficiency and create customer experiences that delight."

Torsten Büttner
Deputy Sales Manager CASERIS

Concluding thoughts

The partnership between BOTfriends and CASERIS is more than just a technological cooperation. It is a response to the central needs of modern customer service. Together, we are creating a solution that harmonizes efficiency, employee satisfaction and an outstanding customer experience.

Would you like to find out more about how your company can benefit from this partnership? Visit our partner page or contact us for a personal consultation.