5 min read

Prijsvrij replaced a 40% handover chatbot with AI agents across chat and voice

Impact

How the digital workforce changed their bussiness

32.7 FTE

Delivered monthly

87.5%

Value delivered

29,785

Conversations per month

First Challenge

From 40% handover to 4% handover

Prijsvrij's existing chatbot was not performing. 40% of all conversations ended with a handover to a human agent, meaning customers could not resolve basic questions on their own. With 60 FTE in customer service and around 21,000 contacts per month across chat and calls, the pressure on the team was high. The chatbot was adding complexity rather than reducing it. Prijsvrij needed a solution that could genuinely handle customer questions, integrated with their existing systems, and escalate intelligently when a human was actually needed. Today, that handover rate stands at 4%.

Existing chatbot handed 40% of conversations to a human agent, failing to resolve basic customer questions
60 FTE customer service team absorbing around 21,000 contacts per month across chat and calls
No integration with booking systems, limiting self-service for queries about check-in, travel documents, transfers and flight changes

Capabilities

Their digital
workforce capabillities

Handles the work customer service needs done.

Privacy and compliance built in

Meets GDPR and EU standards, next to ISO and NEN certifications.

Works across all your channels

Voice, chat, email, they answer everywhere.

Connects to systems you already use

All digital employees integrate with your existing software. There are no limits.

Published on

11 Jan 2022

solution

How it works

We connect, your IT team gets to watch

Integrate your existing systems seamlessly with Freeday. While IT teams often prefer collaboration, it doesn't have to consume operational hours. The choice is yours.

We configure, the way you want it.

Whether it's multi-channel, multilingual, 24/7, or only after business hours, you set the access levels. Decide what can be done autonomously and which tasks need human oversight. Allow your team to focus on critical tasks while digital employees handles the routine.

They work, they learn

Digital employees quickly adapt to your workflows, learning in days instead of months. Each digital employee benefits from the collective knowledge of their peers, ensuring every new digital employee starts at the same level as your most experienced one. Together, they evolve, enhancing your operations.