Unterstützung im Customer Service

Increasing efficiency and productivity for employees in (technical) customer service

Challenge / opportunity
The important information on the product portfolio is distributed across many internal data sources (e.g. FAQ, ...). Customer service employees have difficulties answering the customer quickly and correctly because they may not be sufficiently trained or are "new on the job" and try to obtain suitable information by multitasking.

Solution
The (Gen)AI Agent Assist service with a standardized user interface listens to the conversation between customer and agent and proactively shows the agent the correct answer. (Gen)AI is used to forward the questions to the correct internal database and combine the retrieved information into a single answer (technical solution).

Experience
(Gen)AI supports the employee in finding solutions during the customer call and offers answers to complex technical questions. This not only shortens the duration of the customer call (ATT) but also increases the hotline's first call resolution rate (FCR). This measurably increases customer and employee satisfaction.