“We book hundreds of appointments every day”
In an interview with Peter Wieczorek, the CTO of SuperVista AG explains why voicebots are more than just automation and why scalability and quality are more important than pure cost savings.
brillen.de demonstrates the potential of automated telephony: A voicebot generates a three-digit number of appointments every day in Germany alone – fully automated, scalable and with consistent conversation quality.
In addition, brillen.de uses the solution across multiple countries, enabling the company to communicate with customers in their respective local languages. The AI Voice Agent is currently active in Germany, Austria, Poland, Spain and Italy.
“The biggest use case is reactivating existing customers.”
How the AI Voice Agent schedules appointments at brillen.de
Instead of selling directly over the phone, brillen.de creates a meaningful reason for a personal visit.
Contacting existing customers
The voicebot contacts customers whose last eye test or glasses purchase was some time ago.
It refers to the existing customer relationship and offers a free eye test at a nearby optician.
Automatic appointment scheduling
If the customer is interested, the AI agent handles the appointment scheduling directly.
It suggests available locations and appointment times and books the appointment directly in the existing systems.
Three-digit number of appointments every day
In Germany alone, the AI Voice Agent schedules a three-digit number of appointments every day – fully automated and directly integrated into existing processes.
Reliable quality in every conversation
A key success factor at brillen.de is the no-show rate, which describes the proportion of scheduled appointments that customers do not attend. This rate is lower for the AI Voice Agent than for human agents.
The AI Voice Agent does not make exaggerated promises and does not put customers under pressure when scheduling appointments. This results in a higher level of commitment to the appointments that are booked.
Peter Wieczorek, CTO of SuperVista AG, explains
“The biggest advantage is not price alone, but scalability, reliability and consistent conversation management.”
Clearly defined processes and transparency create acceptance
The more specific the purpose of the conversation, the higher the acceptance of the AI Voice Agent. Many customers accept the voicebot when it resolves a clearly defined request quickly and easily.
A reminder about an overdue eye test or the option to quickly book an appointment is immediately understandable for customers.
Transparency builds trust
brillen.de clearly informs customers that they are interacting with an AI agent.
Complex complaints or individual consultations are still handed over to human employees.
Regardless of this, customers always have the option to speak with a human employee.
The response is correspondingly positive.
AI Voice Agents combine
consistent quality with scalability
The voicebot explains offers objectively, consistently follows the defined guidelines and does not create sales pressure.
Consistent conversation management
The AI agent follows guidelines and scripts much more consistently.
Scalability
Campaigns with high call volumes can be launched at short notice without the need to recruit, train or coordinate additional staff.
Availability
The AI agent works consistently, remains patient and is available at all times.
Multilingual capabilities
The AI Voice Agent can be used in multiple languages and therefore supports customer communication across different markets.
“Orchestrating a few AI agents is a very different level of effort compared with managing 50 or 100 people across several European countries.”
Instead of managing large teams of agents, the company manages a manageable number of technical agents that can be configured centrally and continuously optimized.
At the same time, the solution is available around the clock and is independent of seasonal fluctuations or labor market shortages.
A voicebot makes it possible to handle high volumes much more flexibly.
For example, if a large offline campaign is launched simultaneously, contacts do not have to be spread out over several weeks simply because traditional call centers have limited capacity.
Flexible integration instead of isolated solutions
brillen.de already had experience with voicebot solutions but was looking for an architecture that better matched its existing system landscape.
Instead of building an additional, isolated voicebot infrastructure, the AI Voice Agents were connected directly with existing campaigns, telephony functions and processes within Dialfire's integrated platform.
The voicebot can book and reschedule appointments, coordinate callback appointments and trigger additional processes depending on the case – for example, sending an invoice. If a customer cannot be reached during the first contact attempt or if a conversation is to be continued at a later time, a Rebound AI Agent can handle the callback and seamlessly continue the existing process.
Outbound, Rebound and Inbound on one platform
AI Voice Agents are also used for inbound communication: Incoming service requests are automatically answered and processed within the defined workflows. If personal consultation is required, the call is handed over to a human employee.
This makes it possible to map different communication channels within the same platform without having to operate separate systems for each use case.
Open architecture for full adaptability
Conversation logic, processes and integrations need to be adjustable quickly whenever requirements change.
Thanks to Dialfire's direct configurability and API-based architecture, new requirements can be implemented flexibly and existing solutions can be reused.
“We operate with a very lean structure. The fewer isolated solutions we have, the better.”
Technological independence
Technological independence also played a role. The market for language models is developing very rapidly. A model-agnostic architecture enables brillen.de to respond flexibly to technological developments without becoming permanently dependent on a single provider.
Data protection
Data protection was also a key requirement. A technical infrastructure designed around the EU helps efficiently meet the requirements for data-protection-compliant implementation.
High-performance telephony infrastructure
In addition, brillen.de benefits from Dialfire's established expertise in telephony and campaign management.
Peter Wieczorek says:
“From my perspective, Dialfire's Predictive Dialer remains one of the strongest solutions in the European-language market.”
Why Dialfire?
The combination of a high-performance telephony infrastructure and AI Voice Agents creates a unified platform on which customer communication can be scaled and continuously developed.
Automated appointment scheduling
Appointments are scheduled and booked directly in the existing system.
Scalable campaigns
High contact volumes can be handled quickly and flexibly.
Consistent quality
The AI agent works reliably according to clearly defined guidelines.
Centralized management
Telephony, campaigns and AI Voice Agents are connected on one central platform.
Conclusion
For brillen.de, the AI Voice Agent has long been more than an automation tool.
With a three-digit number of appointments scheduled every day, brillen.de demonstrates the potential of automated telephony.
The combination of scalability, consistent quality, high availability and an open technical architecture creates new opportunities for customer communication.
The result
An integrated solution that enables a high number of appointments every day, simplifies processes and at the same time creates the foundation for further flexible scaling of AI-supported customer communication.
About brillen.de / SuperVista AG
brillen.de combines a digitalized business model with personal consultation at local opticians.
Free, non-binding eye tests and digital appointment scheduling are a central part of the customer experience.
In Germany and Austria alone, the company currently reports more than 500 affiliated opticians.
The company is also active in several other European markets.