Voice bot for CHANNEL21

Optimal ordering experience thanks to AI technology

CHANNEL21, one of Germany's leading teleshopping providers, was faced with the challenge of making its call centre more efficient in order to consistently provide the best service, whether call volumes were high or low. The solution: Bella, an AI-powered voice bot that enhances the ordering experience.

A woman wearing wireless earphones is calling the call center and interacting with the customer voice bot in real time.

Why CHANNEL21 relies on one.O

In collaboration with Otto Group one.O, CHANNEL21 has developed Bella, an innovative voice bot that simplifies the entire ordering process and meets the requirements of the teleshopping business. This AI-powered assistant performs key tasks, enabling CHANNEL21 to significantly reduce the workload of its call centre teams. Customers benefit from a fast, uncomplicated ordering process and control mechanisms.

Order acceptance in natural language

Customers can address the voice bot in the same way as a human employee, for example with: ‘I would like to order the blue jacket in size 42.’ The bot also understands imprecise information and can ask questions if necessary, such as ‘Would you like to order another size?’

100% availability

The voice bot is available around the clock – whether it's the middle of the night or during peak call times. This ensures that CHANNEL21 never misses a request, even during busy periods.

Seamless integration

The bot is connected directly to the CHANNEL21 ERP system. It checks product availability, creates orders and performs credit checks, thereby automating and streamlining the entire ordering process.

Transparency

Before the order process is completed, the bot provides a clear summary of the order and asks for confirmation.

Fault tolerance

If the bot does not understand a request, it asks for clarification. If the misunderstanding persists, the call is forwarded to an employee.

Continuous improvement

CHANNEL21 regularly collects feedback from customers and agents in order to continuously optimise the voice bot.

Benefits for the call centre and customers

Thanks to the integration of the voice bot, CHANNEL21 has significantly reduced the workload of its call centre teams. At the same time, customers benefit from a quick, straightforward ordering process with built-in controls.

High acceptance

Approximately 10% of callers voluntarily use the voicebot, even when they don't know how long the queue is. This demonstrates a high level of trust in the technology.

Higher efficiency

The bot handles between 100 and 200 calls every day and up to 1,000 on promotional days. This significantly reduces the workload of call centre agents.

Positive feedback

Customers particularly appreciate the short waiting time and the ease of ordering.

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Experience our voice bot for CHANNEL21 in action

In this video, we demonstrate how our voice-controlled system confidently, quickly and naturally answers customer enquiries in German. This gives you a direct impression of what modern conversational AI sounds like in real-life use.

Voice bot optimises ordering service

“Working with one.O has significantly improved our ordering service. Bella now reliably handles a large proportion of our order volume, ensuring stable availability while increasing efficiency in the call centre. For us, this is a strategic step towards offering customers a modern, seamless teleshopping experience around the clock.”

Mareike Benz, Director of Sales & Buying at CHANNEL21

Mareike Benz, Director Sales & Buying at CHANNEL21

New features are planned

CHANNEL21 plans to continuously develop its voice bot in order to further optimise the shopping experience. Planned enhancements include:

Voucher redemption: Customers will soon be able to redeem their vouchers directly via the voice bot.
Product search: The bot will be able to find products based on descriptions, making searching easier.

AI transforming teleshopping

The voice bot from one.O has transformed the ordering experience at Channel21. Its intelligent AI technology ensures fast order processing, maximum availability and seamless integration with existing systems. This not only means more efficient working practices for CHANNEL21, but also satisfied customers who are happy to use the service again.