Stories from Planzer Parcel

With this in mind, we examined our work processes in customer service and, together with the innovation experts of the Planzer Workbench, looked for a solution – something to help us optimise our customer service in terms of efficiency and quality. We wanted to shorten the list of open enquiries – what we generally call ‘the backlog’ – and ideally eliminate it altogether. After an intensive evaluation process, we managed to find it: from the Swiss deep-tech company Typewise.

Typewise specialises in applications for keyboards, corrections and text blocks. The Basel-based start-up’s success story began with a virtual keyboard app for smartphones and tablets that helps users type more quickly and accurately. The app presents the keyboard layout in a honeycomb formation, which makes text input easier and more ergonomic. Typewise made its breakthrough in October 2020 on the VOX TV series featuring inventors, ‘Die Höhle der Löwen’ (literally ‘The Lions’ Den’ – the German-language version of the international format ‘Dragons’ Den’). Since then, Typewise has refined the software and developed other applications.

With Typewise, our customer service employees can insert pre-defined text blocks into their emails. This shortens response times considerably and lends Planzer Parcel a consistent verbal presence, which conveys greater professionalism. We formulate the text blocks according to the Planzer verbal identity guidelines, translating them into three national languages and English. All of our customer service employees can access the text blocks quickly and easily.

What makes it special is that, based on artificial intelligence, Typewise completes unfinished sentences, as the application decodes each individual customer request and ‘anticipates’ their thoughts, in a manner of speaking. In this way, the system learns with every customer email and continually suggests more precise wording. Typewise eliminates spelling mistakes and typos automatically. Furthermore, the software shows word order errors or words used repeatedly and offers suggestions for possible synonyms.