AI has reduced Heimstaden’s waiting time by 50% and also saved 38% in costs

Heimstaden was looking for a solution that would improve the quality of its customer care and cover all major communication channels. Coworkers.ai provided a comprehensive AI solution with direct integration into Daktela that met all requirements from technical quality to a natural tone of communication with clients.

Heimstaden is the largest private rental housing provider in the Czech Republic. It manages more than 40,000 apartments and client accounts and is a leader in long-term, sustainable, and affordable housing.

Starting point and challenges

Managing such a large portfolio places high demands on customer service organization, response speed, and effective communication. The goal was to modernize customer support to be fast, clear, available 24/7, and less dependent on human capacity.

Heimstaden faced several major issues limiting customer-service quality:
1. Frequent outages in the contact-center system disrupting smooth operations
2. Low flexibility of the original solution impossible to tailor it to company-specific needs
3. Missing features such as wallboards, clear group management, and advanced reporting
4. No integration with the CRM system and limited options for using artificial intelligence
5. Complicated management of corporate telephony and inefficient call routing

This resulted in high operator workload, long waiting times, and insufficient data for strategic decision-making. Heimstaden needed a comprehensive solution to simplify operations and enable automation.

Solution

In cooperation with Coworkers.ai and Daktela, Heimstaden implemented an AI voicebot and chatbot covering the main communication channels of customer support.

The voicebot handles caller identification and determines the reason for the call. It successfully verifies 80% of clients and automatically handles 24% of requests without an operator.

The chatbot manages common inquiries and provides clients with information 24/7.

Integration with CRM and API connections enables direct verification of client data without manual checks.

The result is a smooth customer experience, clients wait less, operators receive accurate information, and processes are data-driven.

Integration and sources of knowledge

The system was integrated with Heimstaden’s CRM database, internal helpdesk, telephony platform, an API interface for client-data verification, and internal scripts and documentation serving as a knowledge base.

Thanks to these integrations, the system can automatically verify 73% of calls, significantly reducing time spent on manual client identification.

“By deploying the AI voicebot and chatbot from Daktela, we reduced clients’ waiting time by 50%.Thanks to automation of routine requests, our agents can focus on more complex cases where human interaction adds real value.This enabled us to reduce staffing costs by 38%.”

Lenka Písková

Head of Customer Care, Heimstaden s.r.o.

Heimstaden sought a partner who could:

Combine automation with a human touch

Deliver fast implementation and a flexible system

Enable AI scaling without relying on external vendors

Ensure stability and data security in line with GDPR

Key project steps

1. Analysis of communication flows and identification of recurring scenarios
2. Deployment of an AI voicebot for initial caller identification
3. Integration with CRM and internal systems
4. Deployment of a chatbot for handling common inquiries
5. Setup of reporting dashboards and wallboards for real-time monitoring

The most demanding part was achieving accurate client verification via API and designing appropriate scenarios for different request types. After a successful pilot, automation was expanded across all customer support.

“The voicebot successfully verifies 80% of callers and then handles 24% of customer requests without the need for transfer.The saved time is invested into better customer care. The result is not only more efficient operations but also happier clients.”

Ladislav Sedlář

Ladislav Sedlář, Manager Call Centra, Heimstaden s.r.o.

Summary and future plans

Implementing AI chatbots and voicebots helped Heimstaden streamline operations, accelerate service, and reduce costs. Customers get faster access to information, agents can address more complex cases, and management gains better insight into performance and customer satisfaction. Heimstaden strengthened its position as a modern housing provider combining human approach with innovative technology.

Future plans

Expand autonomous handling of requests using AI

Connect the website, FAQ, chatbot, and client app into one functional ecosystem

Improve recognition of clients vs. non-clients for more personalized support

Introduce an intelligent recommendation system predicting client needs

AI has reduced Heimstaden’s waiting time by 50% and also saved 38% in costs

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