GGA Maur, a regional Swiss telecommunications provider, partnered with Connect AI to launch a GenAI assistant, achieving over 55% faster response times and a 51% First Contact Resolution (FCR) rate. This project highlights that, with the right partner, even Swiss SMEs can successfully implement AI—without needing a large team, extensive technical knowledge, or major financial investment.
55% Faster response times | 51% First contact Resolution | 99.69% More time efficient than email support |
The Story
GGA Maur, deeply rooted in Swiss tradition, had a goal: to provide round-theclock, high-quality support for their customers in a way that fit their local, customer-focused values. With limited resources, they needed a solution that was easy to implement, effective, and didnt require a big technical team. Connect AI was the ideal partner, guiding GGA Maur through each step of deploying a tailored GenAI assistant, proving that AI success is possible for any SME. This partnership allowed GGA Maur to support its customers needs efficiently and affordably, offering instant, reliable responses to routine questions and support inquiries.
The Goal
GGA Maurs primary objective was to offer reliable, high-quality support without the need for specialized expertise or a major budget. Together with Connect AI, they aimed to create an AI assistant that could autonomously manage common inquiries, reducing response times while freeing up their human agents for more complex tasks. Throughout the process, Connect AI worked with GGA Maurs team to address initial questions and ease any concerns around AI, ensuring that the assistant would empower employees and support them in their roles.
"At GGA Maur, were committed to supporting our customers in every way possible. With Connect AI, we saw that you don't need an in-house AI team or a big budget to make AI work for you" Monika Bodewig, Head of Marketing & Sales at GGA Maur.
The Solution
Connect AIs approach made it possible for GGA Maur to seamlessly implement a GenAI assistant without disrupting daily operations. The assistant, powered by GPT4o, provides reliable, multilingual support and handles common inquiries— such as internet availability checks and TV troubleshooting—day or night. Connect AIs support and expertise ensured that GGA Maurs team felt comfortable using the technology from day one, proving that AI integration can be accessible and manageable for any SME.
The Result
Accessible and Immediate Customer Support The AI assistant achieved a 99.69% faster response rate than email support, improving customer satisfaction without the need for additional support staff
Efficient First-Level Resolution: With an FCR rate of 51%, customer inquiries are frequently resolved on the first contact, reducing workload and allowing GGA Maurs small team to focus on more complex issues.
Easy Adoption and Seamless Management: From day one, GGA Maurs team found the assistant easy to manage and quickly adapted to the new solution, integrating it smoothly into their existing workflow without disruption.
Time and Cost Savings: For small teams, even modest reductions in handling times can have a significant impact, freeing up valuable time for other tasks.
Products Used
GenAI-powered Customer Support Assistant - Designed for ease of use and rapid deployment, with ongoing support from Connect AI to ensure long-term success and optimization.
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