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Sematell GmbH

Name of the product or service


Votes: 43

Product or service description

ReplyOne is the AI-based response management software developed by Sematell. With its precise topic recognition ReplyOne is one of the leading enterprise solutions on the customer service software market.

ReplyOne digitally links all incoming written customer inquiries, evaluates them in advance and sends them to the appropriate service employee. Everything happens on a uniform interface, is cross-channel, user-friendly and intuitively designed. The AI behind ReplyOne offers you scalable automation, seamless communication and relieves your team sustainably. The focus is on an optimal customer experience that creates customer loyalty through fast and efficient solutions.

The successful interplay of human consulting strength and artificial intelligence is the hybrid customer communication: customers are thrilled about being helped quickly and managers are pleased about the high efficiency. Even the stress level of the call center team drops abruptly.

Distinction from the competition

Sematell was founded in 2000 as a spin-off of the German Research Center for Artificial Intelligence (DFKI) in Saarbrücken, one of the world’s leading research institutions on artificial intelligence. At the DFKI, the outstanding categorisation algorithm was developed. This has been permanently enhanced by us and is implemented in the ReplyOne response management solution.

Main USP • Precise categorisation and topic recognition • Industry-leading recognition rate • Only a small amount of learning data required (30-40 example emails) • Short learning time

Product or service innovations
  • Instagram as new communication channel
  • Whatsapp interface with our new partner 360Dialog
  • Integration of USU K-Bot into our Chat
  • ReplyDirect interface for flexible (remote) control of ReplyOne (e.g. through a telephone system)
  • Additional functions for chat, WhatsApp, web extensions and ReplyDirect
Customer case study

Fashion mail order company Peter Hahn relies on ReplyOne solution for its customer service. Around 150 Peter Hahn employees are currently involved in managing orders and service inquiries. A large part of the inquiries come in by telephone, and the volume has remained consistently high for years. By contrast, the proportion of written inquiries, above all via e-mail, has increased significantly in recent years. Automated routing and the extensive reporting options were key arguments for the service expert in selecting the solution. Furthermore, in terms of internal quality assurance, having quality-checked response templates available and being able to access the history of all transactions at any time was and still is extremely important. Following the initial workshop, ReplyOne was installed at Peter Hahn within a few weeks. Bettina Gnad particularly appreciates the solution’s user friendliness. More communication channels, more languages “We started with e-mail as the only communication channel exclusively with German content. New communication channels, such as letters and faxes, were gradually added. We have been working with ReplyOne in three languages, specifically German, French and Dutch, for almost two years,” Bettina Gnad explains. The other Peter Hahn departments that do not belong to customer service have also been linked up. The solution has always grown with us – with new functionalities and new possibilities. “We have become much more efficient and have a very good overview of the time, number and type of inquiries based on statistics in the context of the reporting functionality. This is indispensable for precise management and control! We will certainly be able to implement our plans to expand our customer service with ReplyOne. Two things at Sematell are perfect: the tool as well as the team. This is why our company would choose ReplyOne again today.”

Positive feedback & testimonials

‘In Badenova's customer service, the focus is on the customer. To ensure that everything runs smoothly, our service team is supported by the AI-based software ReplyOne. The response management solution from Sematell covers all contact channels and makes the employees' work in customer service easier. This reduces routine tasks and frees up time for complex topics that require explanation. This pleases customers and makes them loyal companions in a highly competitive market.’ Janine Purjahn, Head of Customer Service, badenova AG & Co. KG

‘We were looking for a stable and mature product - and found it in ReplyOne. We won't give the tool away again.’ Christian Reischl, IT/Telecommunications, Market Calling Marketinggesellschaft m.b.H.



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learn more & register for Expo

Do you want a free ticket to visit E-commerce Berlin Expo on 5th May 2022? 5 stages of presentations, over 180 exhibitors.

Please, fill in your personal details in the form below

E-commerce Germany Awards 2022

Networking Party & Awards Ceremony

  • 4th May 2022

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  • 4th May 2022

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