July 23, 2018

Optimally digitalized customer service: Sematell and ojuto enter into partnership 

  • Specialized consultancy for integration and process management in customer service
  • Customer service centers benefit from extensive offering from leading, IA-based omni-channel solution, consultancy and project management 


Saarbrücken, July 23, 2018 – Sematell, a specialized provider of response management solutions based on artificial intelligence, and ojuto, a specialized consultancy company for process analysis and project management in customer service have entered into partnership. In the implementation of ReplyOne, a leading, AI-based omni-channel solution, or with change projects in customer centers using ReplyOne, companies can rely on ojuto’s comprehensive expertise in process consultancy and in the implementation entailed by optimally digitalized customer service processes.  


“ojuto has a great deal of experience especially in implementing digitalization projects in the customer service of companies engaged in e-commerce and those in the energy sector. ojuto’s consultancy portfolio and its project management competence therefore mesh ideally with our solution,” says Thomas Dreikauss, CEO of Sematell GmbH. “The full effect of ReplyOne’s AI technology can be released with processes that have been optimally installed and realize substantial cost savings, while significantly enhancing customer satisfaction since customers receive the right response even faster.”  



High level of implementation competence for rapid ROI


For a number of years now, Wuppertal-based ojuto consulting GmbH has provided support for companies in successfully digitalizing corporate processes, specifically also in customer service, and with the introduction of deeply embedded corporate applications. “What we see with many digitalization projects is the attempt to translate the ‘old’ world on a one-to-one basis into the new IT environment,” explains Florian Senda, CEO of ojuto consulting GmbH. “This generally results in a great deal of effort and loss of efficiency because business processes are not adequately implemented in the digital world. Sematell’s ReplyOne offers the optimal preconditions for successfully digitalizing customer service processes while delivering a rapid return on investment. Through our collaboration, customers are given hands-on specific solutions, customized processes and efficient project management.” 


ReplyOne – artificial intelligence for service that excels


ReplyOne is an innovative omni-channel software solution for use in contact centers. With sophisticated workflow-oriented functionality, outstanding artificial intelligence and a high capacity for integration with enterprise applications, ReplyOne enables the efficient and precise processing of service inquiries in more than 70 languages on all written communication channels, with the respectively desired degree of automation. ReplyOne is available as an on-premise installation and as a cloud solution. It is suitable for small service units as well as for multinational contact center organizations with several thousand employees



ojuto consulting gmbh

ojuto consulting is a consultancy company based in Wuppertal, Germany, that provides carefully customized solutions. Depending on their requirements, customers receive support from experienced consultants in project management, interim management, integration management and process management – on premises and until full functionality has been achieved.  

ojuto – for hands-on consultants. ojuto’s consultants go to the customer and bring together the right people at the right time in the right place to ensure that customers successfully master change. 



Sematell GmbH

Headquartered in Saarbrücken, Sematell is a specialized provider of highly scalable response management solutions based on artificial intelligence. Sematell solutions for use in contact centers precisely analyze written inquiries in more than 70 languages and always deliver the right response to the individual customer. The outstanding language and topic recognition was developed at the German Research Center for Artificial Intelligence (DFKI) and ensures maximum productivity, customer satisfaction and efficiency.  

The company is the initiator and a member of the Trusted Network for innovative omni-channel customer service. As part of this cooperative venture, interfaces - such as specialized telephony, chat, translation and knowledge database solutions from market-leading providers - are made available for the ReplyOne response management solution. Sematell's customer base includes such renowned names as Deutsche Telekom AG, Deutsche Postbank AG and Medion AG. 



Jutta Lorberg  |  BSK Becker+Schreiner Kommunikation GmbH  |  Tel.: +49 (0) 2154 8122-22  |  lorberg@kommunikation-bsk.de