With the future-oriented use of our intelligent service bot, infraVelo, together with the developing companies Nortal and Samhammer, has won the special prize for “Innovative Support Integration in a Service Product” at the Service Globe Award 2024 of Euroforum and Handelsblatt.
The award was given to outstanding service offerings that use artificial intelligence to further optimize customer service. The award winners were Teleperformance and Rewe Digital for a voice-enabled chatbot for internal store inquiries. The award ceremony took place as part of the Service Desk & Service Management World 2024 on December 3 at the Handelsblatt Media Group in Düsseldorf.
The intelligent solution was developed jointly by IT service provider Nortal AG and the AI experts from Samhammer AG for infraVelo's ParkYourBike parking solution. The ParkYourBike service bot and the ParkYourBike contact form are fed by a shared knowledge database and are seamlessly linked to a ticket system that ensures the efficient processing of inquiries in the background. Compared to the previously available FAQ, which are available in German and English, the service bot also answers queries in other languages.
Karsten Schulze, Head of ParkYourBike:
“Our strategy was to proactively develop an innovative customer support solution for our users and the public interested in ParkYourBike. This has paid off. infraVelo has thus created a digital solution that relies on AI in terms of service quality and is therefore a pioneer in an area that will become even more important in the future.”
The service bot has been available on the ParkYourBike website and app since October. By optimizing the use of existing knowledge and increasing the speed and rate of query resolution, the quality of responses to queries has increased significantly without generating longer waiting times.
About infraVelo
GB infraVelo GmbH acts as a partner for the state of Berlin. Its tasks include project development, project supervision, project management, operational management, construction management as well as developer tasks and communication. One focus is on measures for improved cycling infrastructure and in particular cross-district measures. infraVelo is a wholly-owned subsidiary of the state-owned Grün Berlin GmbH, which is a non-profit organization under private law.
About Nortal
Nortal is a strategic partner in the digital transformation of the world's leading organizations and governments. With more than 20 years of experience in healthcare, enterprise and the public sector, Nortal delivers value quickly and at scale to build a better future.
About Samhammer
Samhammer is one of the fastest growing solution providers for service excellence and customer service experience in the age of digitalization. Samhammer's expertise spans the entire service journey. With over 800 employees, Samhammer focuses on innovative solution modules such as AI-powered assistants, knowledge logistics platforms, bots and intelligent self-services across all industries.
Photo: Karsten Schulze (ParkYourBike), Antje Reichardt (Nortal) and Monika Arbter-Hubrich (Samhammer) with the certificate for the special prize. Copyright: Euroforum/Jörn Wolter