Have a coffee with Natalija from ADAC
For our first external “Coffee Interview,” we spoke with Natalija from ADAC. As Product Owner for Customer Experience and Digital Products, she shares insights into how ADAC is using automation and AI to further develop its member services, the role played by the AI voicebot launched in collaboration with Aristech, and how intelligent issue recognition helps direct members to the right support more quickly and effectively.
1. Hi, Natalija, it's great to have you here! Tell us a little bit about yourself: What exactly is your role at the ADAC?
Hi, I’m happy to be here. I’m the Product Owner for Customer Experience and Digital Products in the Member Services & Customer Experience department at ADAC eV. In my role, I’m responsible for various digital products that make our members’ experience simple, easy to understand, and positive.
2. What prompted you to delve deeper into automation and AI?
We now have over 22 million members in ADAC eV. To provide every member with convenient, solution-oriented access to information and assistance with their individual concerns, it was important for us to identify how we could use new technologies to automate simple, repetitive inquiries without compromising the customer experience. This allows us to better focus on our members’ complex concerns—a win-win for everyone, so to speak.
3. How would you describe the collaboration in a few words?
Our collaboration with Aristech is always based on mutual respect. From the very beginning, we’ve worked together as partners, and our colleagues at Aristech have actively supported us in making our use cases better and more innovative. Personally, I hold our colleagues in high regard, as our interactions are always very pleasant, collegial, and respectful.
4. What projects have you worked on together?
Together with Aristech, we launched the first AI voicebot at ADAC. Today, it authenticates our members over the phone, identifies their inquiry, answers and handles some inquiries fully automatically, and—when that’s not possible—directs the caller to the right department. This saves the caller the hassle of being transferred back and forth from one employee to the next—something we, as customers, know all too well.
5. Which use cases have had the greatest impact for you, and where do you see the greatest added value in your day-to-day operations?
Here, I would particularly highlight the issue identification feature, which connects callers directly to the right call taker. This saves us about 10% of the call volume that used to arise simply because the caller dialed the wrong hotline for their specific issue and then had to be manually transferred multiple times. Since the voicebot now handles this fully automatically, the number of transfer calls is significantly reduced.
6. What are you particularly looking forward to as we continue to work together?
I’m looking forward to seeing where our journey together takes us next. We’re already working together on new projects, and I’m excited to see how we can take ADAC eV’s customer service to the next level together.
7. What's your go-to snack during a stressful workday?
A Duplo to actively combat the afternoon slump 😊
