Customer support · Production

Sky Deutschland increases customer satisfaction to 70%+ with Verint Knowledge Management

The problem

Sky Deutschland's first-line call center agents struggled to resolve increasingly technical inquiries because the knowledge base was not connected to the Siebel CRM, forcing agents to switch between systems and wasting time. First call resolution rates were falling and transfer rates were rising.

First attempt

The existing knowledge base was disconnected from the Siebel CRM, and the technical support teams relied on largely manual processes, causing agents to manually switch between different systems, descriptions, and screenshots to resolve inquiries.

Workflow diagram · grounded in source

Customer contacts support channel

trigger

“When a customer contacted Sky Deutschland through their preferred channel”

CRM context auto-provided

integration

“Integration with the CRM platform also provides the CSDs with relevant customer context, including purchase history and other data such as technical details, contracts, and errors, to automatically filter and personalize responses. Data …”

Natural language knowledge search

ai_action

“enabling Sky Deutschland's CSDs to search the knowledge base using keywords and natural language – and provide consistent, accurate answers to customer inquiries”

Decision tree issue guidance

routing

“Verint Decision Trees also help guide users through complex issues by asking a series of questions to narrow down the issue, while conditional logic can be added to progress questions automatically based on customer information from the CRM”

Consistent answer delivered

output

“The ultimate outcome is consistent, accurate answers to customers' technical inquiries across all channels – and a superior service experience”

Reported outcome

Verint Knowledge Management increased customer satisfaction to over 70%, improved first contact resolution by 8%, reduced average call handling time to 8 minutes and 9 seconds, and reduced employee training time, while handling 8.1 million calls per year using contextual knowledge.

Reported metrics

customer satisfaction (CSAT)70%+

First contact resolution improvement8%

Calls handled per year using contextual knowledge8.1 million

calls and documents handled per year (Verint platform)8.5 million calls and 3.1 million email and whitemail documents

Show all 6 reported metrics

customer satisfaction (CSAT)70%+

first contact resolution improvement8%

calls handled per year using contextual knowledge8.1 million

calls and documents handled per year (Verint platform)8.5 million calls and 3.1 million email and whitemail documents

average call handling time8 minutes and 9 seconds

employee training timereduced

Reported stack

Verint Knowledge ManagementVerint Decision TreesSiebel

Source

https://www.verint.com/case-studies/increasing-csat-sky-deutschland-knowledge-management/

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Verint Knowledge Management increased customer satisfaction to over 70%, improved first contact resolution by 8%, reduced average call handling time to 8 minutes and 9 seconds, and reduced employee training time, whil…

What tools did this team use?

Verint Knowledge Management, Verint Decision Trees, Siebel.

What results were reported?

customer satisfaction (CSAT): 70%+; First contact resolution improvement: 8%; Calls handled per year using contextual knowledge: 8.1 million; calls and documents handled per year (Verint platform): 8.5 million calls and 3.1 million email and whitemail documents (source-reported, not independently verified).

What failed first in this deployment?

How is this customer support AI workflow structured?

Customer contacts support channel → CRM context auto-provided → Natural language knowledge search → Decision tree issue guidance → Consistent answer delivered.