---
title: Vattenfall optimizes its customer service with the visual IVR
description: Vattenfall cut customer service costs by 35% with DialOnce’s Visual IVR. Discover the key objectives, challenges addressed, and the main results achieved.
---

[Read our case studies ](https://dialonce.ai/en/customers)

# [Vattenfall optimizes its customer service with the visual IVR](https://dialonce.ai/en/customers/customer-service-optimization-vattenfall-visual-ivr)

 Written by [Bastien Meaux](https://dialonce.ai/en/customers/author/bastien-meaux) | Jan 21, 2024 9:00:00 AM

Towards natural language handling

In a second phase, in 2022, Vattenfall partnered with DialOnce to enhance the customer experience by integrating a **natural language qualification journey** into the existing [Visual IVR](https://dialonce.ai/en/visual-ivr?hsLang=en). This innovative approach allows customers to **interact naturally** on the digital interface while being guided toward solutions tailored to their needs.

This strategy aligns with the growing trend of [AI transforming customer relationships](https://dialonce.ai/en/blog/artificial-intelligence-revolution-customer-relations?hsLang=en) by delivering more personalized and intuitive interactions. It also improves the management of peak activity periods. 

The initial results are highly encouraging: customers value the warmer, **more human dimension of the interaction**, and the collection of verbatim feedback helps **continuously refine and enhance contact journeys.

**

To discover how omnichannel orchestration can transform your customer service, read our white paper [Customer Excellence & Omnichannel Orchestration.](https://info.dialonce.ai/en/customer-excellence-omnichannel-orchestration-challenges-implementation?hsLang=en)

 

 

[View full post](https://dialonce.ai/en/customers/customer-service-optimization-vattenfall-visual-ivr)

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