Bild vom Chatbot von Wolters Rundreisen auf der Webseite für Kundenanfragen

Customer service chatbot for Wolters Reisen

We developed an interactive customer service channel for Wolters Rundreisen in the form of a chatbot on their website.

Shortcuts to the project

The aim of the project was to create a new website feature for Wolters' customer service that would allow their customers to interact with them. By offering a chatbot as an additional customer service channel, frequently asked customer questions (FAQs) can be answered more quickly and the existing customer service hotline is relieved. The chosen Microsoft architecture enables the seamless integration of additional use cases into the chatbot to better tailor the new communication channel to customer needs. The chatbot has been in use since February 2024 and is continuously being optimized.

Development of a knowledge base for the language model

Together with the customer, we developed a knowledge base in which recurring customer inquiries are stored as question-answer pairs. This generates a language model that is specifically trained for the topics covered by Wolters Reisen.

Configuring the chatbot with Microsoft

Using Microsoft Power Automate and Microsoft Copilot Studio, we configured the chatbot so that this language model is used in dialogues with the bot. The goal is to make conversations with the chatbot as natural as possible. The concept and design of the dialogue sequences were developed in parallel by one of our UX experts in close collaboration with the customer.