Heldenverlies cut costs by 60% by replacing their external call center with an AI customer support call bot
Heldenverlies is a popular Munich-based entertainment venue offering immersive escape-game experiences for birthdays, bachelor/bachelorette parties, and group events. To handle peak call volumes—especially in the evenings and on weekends when on-site operations are in full swing—the team replaced their external call-center service with an AI-powered phone bot. With this solution, Heldenverlies now automates around 80% of all incoming calls, reduces telephone costs by over 60%, and ensures instant, reliable customer support at any time.
The impact
- 80% automation rate: eight out of ten incoming calls are now handled fully automatically.
- 60% cost savings: eliminated the external call center, cutting telephone expenses by more than 60%.
- Zero Wait Times: customers receive immediate answers—no matter the hour.
Tech stack
- Voiceflow for conversation design and flow logic
- Twilio for telephony integration
- Brevo for automated email delivery
The problem
Before the AI bot, Heldenverlies relied on an external call-center service to manage high call volumes during peak hours—primarily afternoons, evenings, and weekends—when the escape-game sessions were also running. Internal staff were fully occupied on site and couldn’t take calls.
However, the call center solution had several drawbacks:
- Knowledge gaps: agents weren’t trained on Heldenverlies’s specific processes or policies and had to look up information manually.
- High costs: every call incurred significant per-minute charges, on top of a monthly service fee.
- Inconsistent quality: response tone and accuracy varied, leading to repeat customer queries.
Heldenverlies had already implemented a successful web chatbot for standard FAQs. The goal was to extend that automation to the most resource-intensive channel: voice. Their ideal state was clear—a 24/7 intelligent assistant that could immediately answer routine questions without human intervention.
The solution
We designed and built a multi-function AI phone bot for Heldenverlies, featuring:
- Automated FAQ handling via RAG system
A Retrieval-Augmented Generation module taps into the company’s knowledge base to deliver precise, real-time answers on booking rules, age restrictions, cancellation policies, and more—no human agent required. - Automated booking and inquiry capture
The bot independently takes reservations for birthdays and group events, capturing all key details (date, group size, special requests) and logging them directly into the booking system. - Escalation & callback management
For complex or unique requests beyond the RAG system’s scope, the bot flags and logs the issue, then schedules a human callback. Customers receive an immediate email confirmation that their request is being handled. - Automated email follow-up
After each call, the bot uses Brevo (formerly Sendinblue) to send confirmation or informational emails—booking details, FAQ links, or cancellation forms—directly to the customer’s inbox.
The result
Introducing the AI phone bot delivered significant efficiency and quality gains:
- 80% call automation: eight out of ten calls are completed without any human involvement.
- 60% cost reduction: monthly telephone expenses dropped by more than 60%.
- Instant response: zero wait times—customers get help immediately, even on holidays.
- Team relief: internal staff can focus fully on on-site guest experience and game enhancement.
Throughout development, Heldenverlies’s team praised the smooth integration and the bot’s high accuracy:
“The system just works—our customers get instant answers, and our team finally has the bandwidth to focus on the in-game experience.”
(Anonymous internal feedback)
Looking ahead
Heldenverlies is already planning the next innovation phase:
- Mystical Voice persona: a bespoke, atmospheric voice will make the bot part of the escape-game narrative.
- In-Game interactions: the bot will issue riddles or clues beforehand and even within the game itself to heighten immersion.
- Channel expansion: the web chatbot will gain gamified features to mirror the phone-bot experience.
See it in action
Meet “Myra,” the AI assistant, live on the official website:
🔗 https://heldenverlies.de
Try the chat widget today for a sneak peek at the intelligent support; the phone bot runs on the same robust technology to ensure a seamless customer journey.
Heldenverlies is a popular Munich-based entertainment venue offering immersive escape-game experiences for birthdays, bachelor/bachelorette parties, and group events. To handle peak call volumes—especially in the evenings and on weekends when on-site operations are in full swing—the team replaced their external call-center service with an AI-powered phone bot. With this solution, Heldenverlies now automates around 80% of all incoming calls, reduces telephone costs by over 60%, and ensures instant, reliable customer support at any time.
The impact
- 80% automation rate: eight out of ten incoming calls are now handled fully automatically.
- 60% cost savings: eliminated the external call center, cutting telephone expenses by more than 60%.
- Zero Wait Times: customers receive immediate answers—no matter the hour.
Tech stack
- Voiceflow for conversation design and flow logic
- Twilio for telephony integration
- Brevo for automated email delivery
The problem
Before the AI bot, Heldenverlies relied on an external call-center service to manage high call volumes during peak hours—primarily afternoons, evenings, and weekends—when the escape-game sessions were also running. Internal staff were fully occupied on site and couldn’t take calls.
However, the call center solution had several drawbacks:
- Knowledge gaps: agents weren’t trained on Heldenverlies’s specific processes or policies and had to look up information manually.
- High costs: every call incurred significant per-minute charges, on top of a monthly service fee.
- Inconsistent quality: response tone and accuracy varied, leading to repeat customer queries.
Heldenverlies had already implemented a successful web chatbot for standard FAQs. The goal was to extend that automation to the most resource-intensive channel: voice. Their ideal state was clear—a 24/7 intelligent assistant that could immediately answer routine questions without human intervention.
The solution
We designed and built a multi-function AI phone bot for Heldenverlies, featuring:
- Automated FAQ handling via RAG system
A Retrieval-Augmented Generation module taps into the company’s knowledge base to deliver precise, real-time answers on booking rules, age restrictions, cancellation policies, and more—no human agent required. - Automated booking and inquiry capture
The bot independently takes reservations for birthdays and group events, capturing all key details (date, group size, special requests) and logging them directly into the booking system. - Escalation & callback management
For complex or unique requests beyond the RAG system’s scope, the bot flags and logs the issue, then schedules a human callback. Customers receive an immediate email confirmation that their request is being handled. - Automated email follow-up
After each call, the bot uses Brevo (formerly Sendinblue) to send confirmation or informational emails—booking details, FAQ links, or cancellation forms—directly to the customer’s inbox.
The result
Introducing the AI phone bot delivered significant efficiency and quality gains:
- 80% call automation: eight out of ten calls are completed without any human involvement.
- 60% cost reduction: monthly telephone expenses dropped by more than 60%.
- Instant response: zero wait times—customers get help immediately, even on holidays.
- Team relief: internal staff can focus fully on on-site guest experience and game enhancement.
Throughout development, Heldenverlies’s team praised the smooth integration and the bot’s high accuracy:
“The system just works—our customers get instant answers, and our team finally has the bandwidth to focus on the in-game experience.”
(Anonymous internal feedback)
Looking ahead
Heldenverlies is already planning the next innovation phase:
- Mystical Voice persona: a bespoke, atmospheric voice will make the bot part of the escape-game narrative.
- In-Game interactions: the bot will issue riddles or clues beforehand and even within the game itself to heighten immersion.
- Channel expansion: the web chatbot will gain gamified features to mirror the phone-bot experience.
See it in action
Meet “Myra,” the AI assistant, live on the official website:
🔗 https://heldenverlies.de
Try the chat widget today for a sneak peek at the intelligent support; the phone bot runs on the same robust technology to ensure a seamless customer journey.
