“By implementing Daktela’s AI voicebot and chatbot, we reduced customer waiting times by 50%. Thanks to the automation of routine requests, our agents can focus on more complex cases where human interaction brings real added value. This allowed us to reduce personnel costs in the call center by 38%. The voicebot now independently resolves 24% of customer inquiries – without the need for an operator.”
Heimstaden, the largest private rental housing provider in the Czech Republic, chose Daktela to manage communication with more than 40,000 clients and to streamline customer service operations. Before implementation, it faced issues with contact center outages, lack of customization, complex telephony management, and missing CRM integration.
By deploying Daktela’s omnichannel solution and AI technologies (voicebot, chatbot), Heimstaden achieved significant results:
Daktela unified communication (calls, email, chat), introduced comprehensive reporting, live dashboards, and automation, while also integrating web forms and the client app with the internal system. Thanks to this, operators can handle more complex requests, while routine inquiries are managed by AI.
Future plans include expanding autonomous processing and improving client segmentation for even more personalized customer care.
