VR-NetWorld: scaling chatbot pioneer

In recent years, VR-NetWorld has expanded the use of chatbots to 32 partner banks. Through this collaboration, various AI methods and product variants from Kauz have been employed to achieve the goal of a digital customer journey with high service automation for frequently recurring customer inquiries. By combining high standardization of chatbots with flexibility for content customization, both large and small banks were able to effectively use chatbots for customer communication.

With the advent of generative AI at the end of 2022, the capabilities of chatbots fundamentally changed. Suddenly, chatbots exhibited significantly improved conversational abilities. If large language models could be successfully combined with proprietary content, chatbot content expansion could be accelerated, reducing the manual effort needed for chatbot maintenance.

Kauz.ai was one of the first chatbot providers worldwide to integrate its technology with ChatGPT, migrating its clients to the new technological standard within a short timeframe. This began with a hybrid chatbot implementation, where the existing chatbot infrastructure was gradually enhanced with ChatGPT-generated responses and tested in parallel operations for optimization. With the launch of aiStudio—Kauz's GenAI framework—new chatbots, such as the one for VR-NetWorld's service portal, were developed.

Thanks to Kauz.ai’s swift adaptation to technological advancements, VR-NetWorld was able to enhance the conversational capabilities of its deployed chatbots and gain crucial experience with generative AI within just a few months. In addition to improving chatbot quality, operational effort for chatbot maintenance was also reduced.

As an early adopter of customer chatbots, VR-NetWorld successfully leveraged the potential of generative AI quickly and effectively. The use of chatbots has gained significant momentum within the corporate group and is set to expand on an even larger scale.