Brief overview

• Introduction of a voice AI agent for Schwäbisch Hall's telephone customer service
• Approximately 500,000 calls were handled automatically in the first six months
• 98% success rate in issue detection
• Authentication rate increased to over 80%
• Implementation in collaboration with Parloa and KINOVA as implementation partners

When traditional voice menus reach their limits

About one million calls per year. Different service numbers. A wide variety of inquiries. It quickly became clear to Schwäbisch Hall that its existing voice response system, with its rigid menu structures, could no longer meet the demands of modern customer communication.

At the same time, callers’ expectations rose. Help needed to be available quickly, ideally without transfers, hold times, or complicated keypress sequences. In the regulated financial sector in particular, this presented a twofold challenge: creating better service experiences while meeting the highest standards for security, compliance, and data protection.

As part of its digital transformation, Schwäbisch Hall therefore decided to implement a voice AI agent from Parloa. The technical implementation was carried out in collaboration with KINOVA.

“We want to use AI to make customer service faster, better, and even more personalized. In an environment regulated by BaFin and the ECB, this becomes a balancing act between innovation and compliance. We are among the first companies in the financial sector to take this step. Parloa enables us to do so successfully and securely.”
~Jochen Reither, Team Leader for Digital Transformation, Bausparkasse Schwäbisch Hall

Customer communication that understands natural conversation

The AI agent handles all incoming calls and has already processed around 500,000 calls in the first six months.

Callers can express their concerns in their own words. The agent recognizes both natural language and technical terms and understands a wide variety of concerns directly during the conversation. These include, among other things, questions about home savings contracts, annual account statements, or housing construction subsidies.

Particularly relevant in the financial sector: Authentication is performed through a dialogue-based conversation that includes security questions, without the need for traditional keystrokes.

500,000 calls handled automatically in the first six months

98% success rate in issue detection

Over 80% authentication rate during live operation

In addition to identifying customer inquiries, the Voice AI Agent also handles intelligent routing. Relevant information is forwarded directly to the appropriate staff members, allowing conversations to continue without any loss of information.

16 Use Cases Automate Recurring Service Processes

The AI agent now covers 16 different use cases and supports both customers and call center agents.

These include, among other things:

• Intelligent issue detection
• Precise routing to the appropriate contacts
• Secure Authentication in Conversation
• Automated master data changes
• Answers to frequently asked questions without any wait time
• End-to-end processes without handoffs to service teams

This reduces the workload for employees and gives them more time for one-on-one consultations.

Why KINOVA became part of the implementation

The AI solution was rolled out through close collaboration between the call center, IT operations, the Digital Transformation Department for Building Savings, Parloa, and KINOVA as the implementation partner.

The project began with a pilot program and initial use cases. The solution was then gradually expanded to include additional FAQs and autonomous services, among other features.

Of particular importance was the iterative development of the solution within a regulated environment characterized by strict data protection and compliance requirements.

“For us, Parloa is not just a technology provider, but a long-term transformation partner. Together, we are pursuing an AI vision: to harness the full potential of the technology to deliver the greatest possible value to our customers and ensure our future-readiness.”
~Willem Buesink, Product Owner AI Agents, Bausparkasse Schwäbisch Hall

Fewer hold times, faster processes, better availability

Since going live, the AI agent has measurably reduced the workload on the call center while also improving the customer experience.

Many routine inquiries are handled automatically. Other inquiries are routed directly to the appropriate specialist, along with all relevant information from the previous conversation.

This results in faster processes—especially for FAQs and standardized procedures—without the usual waiting times.

No waiting times for FAQs and automated standard processes

Precise routing, including the transfer of all relevant call information

16 productive use cases already in operation

Outlook

Schwäbisch Hall is continuously developing the AI agent and gradually expanding its areas of application.

In the future, the solution will be used not only over the phone but also via chat. At the same time, agents will increasingly take on additional tasks throughout the customer journey and will be expected to resolve customer issues completely on their own even more frequently.

‍