A press release published by TENIOS on 5 November 2024 describes a voicebot deployment on a water meter reading programme that bluepartner, a service centre working for municipal and private-sector clients, runs for the Berlin water utility Berliner Wasserbetriebe. The task is narrow and repetitive: collect an account number, a meter number, a reading and a date, and write them into the customer’s SAP module without transcription errors.
TENIOS reports that the transfer rate to human agents fell below ten per cent within five weeks of launch and reached two per cent by week 22. The figures are the company’s own and have not been independently verified. Callers keep a choice throughout: an IVR asks whether they would rather speak to the voicebot or to a member of staff, and the line answers outside office hours.
TENIOS also says the same deployment was later submitted jointly to the European Contact Centre and Customer Service Awards, where it reached the final in December 2025. The original is published in German.