AI chatbot and voicebot for Bezrealitky.cz

Bezrealitky wanted to improve customer support efficiency and increase the success rate of handling inquiries. The main goal was to prepare for managing a much larger volume of communication due to planned expansion—without increasing existing staffing levels.

We deployed an advanced AI chatbot and a follow-up AI voicebot, both leveraging internal knowledge sources and the GPT-4o language model to deliver accurate and contextual responses. The success rate of automated chatbot responses increased from the original 65% to 93% within the first three months after deployment, and with the addition of the AI voicebot, automation extended to phone calls—with only 9.1% of calls requiring operator intervention. Thanks to the Feedyou platform, Bezrealitky can use a unified knowledge base and conversational logic across channels, enabling faster implementation, higher consistency, and lower costs.

Customer support operators at Bezrealitky.cz were directly involved, providing valuable know-how and testing the solution before live deployment. This was followed by an intensive optimization phase (hypercare) during the first 3 months, where we worked with each piece of customer feedback to meet their needs. Feedyou acted as the technology partner, developing and integrating the AI chatbot and voicebot into customer support processes, including integration with the Daktela CCaaS system used by the client.

We replaced the previous solution with a more robust language model capable of handling open natural conversation (without relying solely on strict buttons). Quick replies and buttons are used only where meaningful—for example, to promote new features or services. Building on the chatbot’s success, the AI voicebot replaced the old IVR system (tone-based call routing). We implemented Deepgram for faster and more accurate speech-to-text (STT), significantly improving clarity and response quality. We also moved from basic synthetic voices to neural TTS (WaveNet), providing emotionally and stylistically rich voices capable of cloning tone and style without complex setup.

C-level leadership

Technical support / consultation only

Vendor

Bezrealitky.cz deployed AI assistants: within 3 months of migrating from a competitor to the Feedyou Platform, response accuracy increased from 65% to 93%, handling 4,000 calls and thousands of chats monthly. Customer satisfaction rose to an incredible 99.2%. The customer care team manages more without hiring new staff.

• Voicebot
  

• 3,330 calls per month, with only 9.1% requiring operator intervention.
  
• 1.8 minutes – average call duration.
  
• In 35.2% of cases, the voicebot resolved the query at first contact with no need to continue.

  Chatbot
  

• Automated response success rate grew from 65% to 93% in the first 3 months.
  
• Most queries are resolved on the first attempt, without follow-up.
  
• The chatbot now automatically handles thousands of conversations per month and independently learns from the website, call transcripts, documentation, and blog articles.

“AI chatbot on our website Bezrealitky.cz is able to handle the vast majority of user queries without operator involvement. This has saved operator time, allowing them to focus where human expertise and relationships are truly necessary.” – Martin Ponzer, CEO @ Bezrealitky.

Key factors for success included clearly defined goals, deployment of the advanced GPT-4o model, and integration with internal data sources. Team collaboration and a unified platform for both chat and voice also played crucial roles.

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Define your goals and expectations – specify exactly what the AI solution should deliver.
Work with high-quality data – connect multiple sources to ensure accurate, up-to-date responses.
Start with a pilot project – validate functionality before expanding.
Collaborate with the vendor – choose a partner with proven AI and practical expertise.
Engage your team – combine technical knowledge with business insights.
Focus on people – AI should reduce routine work, allowing staff to focus on more complex, high-value tasks.