AI-Powered Call Center for Appointment Scheduling

How We Automated the Appointment Scheduling Process for Datanetzbau

Background

Datanetzbau is a company specializing in laying fiber-optic cables across Germany. Their work is divided into three stages: site survey, installation, and initialization. Each stage requires a separate appointment with the client.

Previously, this task was handled by a team of operators. They manually called clients, coordinated schedules, worked with the technical teams' availability, and recorded everything in Google Sheets. The process was labor-intensive and resource-heavy.

What We Did

We developed an AI-based system that automates the entire appointment scheduling cycle:

The first robot handles the prep work:

• Connects to the company's portal via a virtual browser
• Gathers client contact information
• Sets up the context for further interactions

The second robot takes care of the communication:

• Calls clients using natural language
• Identifies the client’s location
• Finds the nearest technical team using the Google Maps API
• Checks the team’s available slots
• Proposes appointment options to the client and confirms the details

After the call, the system:

• Analyzes the conversation
• Extracts key information
• Organizes the data into the relevant sections of the company’s information system

Results

Instead of scattered Google Sheets, the company now has a unified appointment management system. Technicians and managers can view all necessary details in an easy-to-read dashboard:

• Client data
• Call recording and transcript
• Time and address of the scheduled appointment
• Other important order details

Automation freed up operators from routine calls, allowing them to focus on more complex tasks. The system runs 24/7, efficiently managing the workload across technical teams.

Thanks to our solution, Datanetzbau was able to optimize their workflows and improve customer service quality.