Features

Automate customer service easily

Thanks to the precise categorization, ReplyOne's topic recognition rate is industry-leading. The small amount of learning data required and the short learning times ensure rapid implementation of new service topics. Our customer service software guarantees you reliable automation and rapid productivity gains.

The features

+10k words/second. 70 languages. 100%Precision.

This is ReplyOne.

The AI-based customer service software with advanced speech and topic recognition is unique. Always the right answers for your customers.

The ReplyOne workflow

We automate your service process

Requests

Requests via different communication channels

Customers decide whether to call, write an e-mail, use the chat or other communication channels.

1. ReplyHub

Entry into the multi-channel center

No matter how your customers contact you, all requests are collected in one place, the ReplyHub, to be distributed from there.

2. ReplyAnalytics

Topic detection and information extraction

ReplyAnalytics uses artificial intelligence to identify the subject of the query. Relevant data is extracted, the query is assigned to the correct category and appropriate answers are suggested.

3. ReplyLink

Optimization of customer data

ReplyLink enriches additional information about your customers by connecting to third party systems, such as a CRM system. This is how customer data as well as the process can be optimized.

4. ReplyRouting

The right contact for the best customer service

By considering service levels, ReplyRouting forwards inquiries to the appropriate employees. So that customers receive the right answers as quickly as possible.

5. ReplyDesk

Review and approval

Reply Desk is the simple and intuitive user interface that displays all messages across all channels. Here, employees get the requests assigned to them, including the appropriate reply suggestions. These can be checked, edited and approved before sending.

The ReplyOne workflow

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For team leaders and admins

Manage service teams easily with ReplyControl

Keep an overview with ReplyControl.
That way, you always keep an eye on all service operations and KPIs.

Monitoring
See exactly what is happening in customer service and who is working on which inquiries and messages in the team overview. Manage your service operations in real time.

Reporting
Gain valuable insights via structured data. Optimize the handling of your operations and business processes and control the automation of your routine tasks.

This is what our customers say

"It was clear to us that if we wanted to reduce customer fluctuation, we had to avoid terminations wherever possible. We were looking for a way to convince customers to remain lekker customers"

Timo KurkaProcess and project consultant, lekker Energie

"We have become significantly faster and have greater transparency. ReplyOne was and is a real productivity gain for us."

Franco AleoManaging Director, PVS Relationship Services GmbH & Co. KG

"E-mails are the most important communication channel in our customer service. With ReplyOne, we were able to process more than 1.2 million e-mail requests last year – without compromising on quality."

Andrea RadziewskyHead of Process Excellency, spread.group

"ReplyOne is definitely a relief. In the past, emails were stored on the server and then assigned manually in a complicated way. The easy handling is great, saving work in the follow-up."

Sebastian GrothSenior Project Manager, Neodigital Versicherungen ag

"In Badenova's customer service, the focus is on the customer. To ensure that everything runs smoothly, our service team is supported by ReplyOne. Sematells´ response management solution from Sematell covers all contact channels and makes the employees' work in customer service easier. This reduces routine tasks and frees up time for complex issues that require explanation."

Janine PurjahnHead of Customer Service, badenova ag & co. KG

"It depends primarily on the wishes and requirements of our customers which channels we process with ReplyOne, because opening up new channels is possible at any time with the support of Sematell's developer team. This was also important to us when we selected the right software."

Christian Reischl IT & Telecommunications, Market Calling Marketinggesellschaft m.b.h.

"With ReplyOne, we've managed to reduce the turnaround time of customer inquiries from 59 to 31 hours in two years."

Torsten RudolphHead of Customer Service Frankonia Handels GmbH & Co. KG

"We were able to reliably automate our processes with ReplyOne. As a result, we are now significantly faster and have been able to maintain transparency over communication with the individual customer. [...] I certainly don't know of any solution that does this better so far."

Bastian SeibtSenior Business Development and Operations Manager, Customer Service, Finanzcheck GmbH