5 min.

Customer Service Automation

"Customer service shouldn't just be a department, it should be the entire company." This quote from Tony Hsieh reflects the vision behind the integration of artificial intelligence into customer service automation. Companies looking to improve their customer experience are increasingly recognizing that efficiency gains cannot be achieved in isolation by individual departments. Instead, AI is being used to drive holistic transformation, automating repetitive tasks and increasing customer satisfaction across the organization.
Animierte Darstellung von Customer Service Automation
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Definition of Customer Service Automation

Customer service automation refers to the use of technologies such as artificial intelligence (AI) to automate repeatable customer service tasks. These tasks can include processing customer inquiries, providing information, answering frequently asked questions and managing service tickets.

Advantages of customer service automation

Automated support systems are available around the clock, unlike human agents, and offer a cost-effective alternative. They relieve your customer service team by taking over simple and repetitive tasks and efficiently routing tickets to the appropriate departments. This gives your employees more time to focus on the customers who need personal support.

Customer service automation offers numerous benefits for companies and customers alike. By integrating data from different sources, companies can provide personalized support. By using chatbots and other automated systems, companies can relieve their support departments by processing simple requests automatically. This leads to a faster response time and an improved customer experience. In addition, automation allows companies to become scalable and efficiently handle a variety of support cases

Personalized response suggestions

  • Through the use of artificial intelligence (AI) and automation, customized response options are created based on past interactions, taking into account customer and company data.

High-quality answers

  • The automated extraction and processing of essential information such as serial numbers ensures precise statements and minimizes errors through automatic content checking. This leads to an increase in the quality of responses.

Reduced response times

  • Automation allows large volumes of email inquiries to be processed efficiently without compromising on response quality. This results in shorter response times and increased customer satisfaction

Efficient use of resources

  • The optimized categorization, processing and answering of emails leads to a more efficient use of resources by saving valuable working time that can be effectively invested elsewhere in the company.

Software for customer service automation

There are a variety of software and platforms available to help companies with customer service automation. From chatbot solutions to advanced AI platforms, these tools offer various features to help companies automate support tasks while ensuring seamless integration with existing systems. These range from simple to complex systems, depending on the industry and company size. Examples include:

  • A knowledge base or FAQ page to help customers resolve common issues.
  • Pre-configured e-mail responses that inform customers that their request is being processed.
  • Pre-formulated answers to frequently asked questions to respond quickly to customer queries.
  • An IVR system that answers calls, recognizes keywords and either automatically provides solutions or transfers the call to the appropriate human representative.
  • An AI chatbot that answers questions in real time, assists customers and directs them to the right support channel if necessary.

The role of AI chatbots

AI chatbots play a crucial role in customer service automation. They can be available around the clock to answer customer queries immediately and solve frequently asked questions. By using Natural Language Processing (NLP), AI chatbots can provide human-like interactions and help customers solve their problems quickly.

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ExB is an Intelligent Document Processing platform that transforms unstructured data from any type of document into structured results. Our AI-based software can not only extract all relevant information from your documents, but also understand them. This allows you to automate your processes and save both time & money, while improving your customer experience and employee satisfaction. Win-win. 


Intelligent Document Processing (IDP) as the key technology for more efficient customer service automation

Intelligent Document Processing (IDP) can play a crucial role in customer service automation. By integrating IDP into existing enterprise systems, companies can extract, process and analyze data from various sources to provide personalized service to their customers and improve the efficiency of their customer service.

Overall, customer service automation offers companies the opportunity to optimize service departments and increase customer satisfaction through the use of AI and IDP. Intelligent Document Processing (IDP) is a key technology in the field of customer service automation and is instrumental in developing an effective customer feedback strategy. This innovative technology makes it possible to collect data across the entire customer journey, from emails and chat histories to transcripts.

The functionalities of IDP are diverse and help to optimize the collection and processing of customer data. Firstly, IDP enables the extraction of information from structured and unstructured data sources. Structured data is clearly defined data in tabular form, such as customer databases or forms. IDP can automatically recognize and extract this data using Machine Learning algorithms.

This contrasts with unstructured data, such as emails, chat histories and transcripts of customer conversations. This is where the strength of IDP comes into play. By using Natural Language Processing (NLP) and Optical Character Recognition (OCR), IDP is able to understand this unstructured data, extract relevant information and convert it into a structured form. Both the content of the messages and the metadata are analyzed in order to obtain a comprehensive picture of customer interactions.

Kundenservice Mitarbeiter mit Tablet

Another key aspect of IDP is its ability to integrate with existing enterprise platforms and systems. These integrations enable Workflow Automation and a seamless connection between different data silos and automation tools to automate and optimize the entire process of data collection and processing.

By using IDP, companies can automate their customer service processes while ensuring that their data quality remains high. This automation leads to more efficient processing of service cases and allows employees to focus on more complex tasks while simple requests are handled by chatbots or other AI-powered systems.

An example:

A customer inquiry is received. After identity verification, the system is able to access all data sources using parameters such as company name, customer number or order number in order to answer the customer inquiry correctly. Intelligent Document Processing makes it possible to access, link and understand structured data (e.g. from the customer’s own database) as well as unstructured data (e.g. from past customer inquiries, customer emails or transcripts from conversations with the customer).

For example, if the customer’s current request to the chatbot relates to a past customer conversation, the chatbot can extract all the necessary information from the transcript of the phone call in order to process the request in the best possible way.

We are here for you if you have any questions

Overall, Intelligent Document Processing (IDP) helps to improve your customers’ customer experience by enabling your company to gain valuable insights from a variety of data sources and continuously optimize your service processes to increase customer satisfaction. If you have any further questions about IDP, click on Contact us. We look forward to hearing from you!


Intelligent Document Processing (IDP) contributes significantly to the automation of customer service in logistics by automating the extraction of data from customer-related documents such as delivery orders, bills of lading and communications. This technology makes it possible to respond quickly to customer inquiries by extracting the required information efficiently and accurately. For example, status updates, delivery times and specific customer requirements can be automatically captured and processed, resulting in faster and more accurate communication with the customer. By reducing manual intervention, IDP improves the efficiency of customer service and increases customer satisfaction through timely and accurate responses to inquiries.

IDP provides significant support in meeting compliance and regulatory requirements. By using technologies such as Natural Language Processing (NLP) and cognitive computing, IDP systems can extract and analyze terms from a variety of documents such as contracts and policies to ensure that the organization complies with current laws and regulations. This capability is critical to avoid severe regulatory penalties and maintain a high level of customer confidence by protecting personal information.

IDP platforms integrate various technologies such as OCR, ICR and machine learning to effectively analyze customer feedback. These technologies enable companies to extract sentiment, key themes and preferences from customer interactions across multiple channels, including feedback surveys, support tickets and social media. This in-depth analysis helps companies to better understand customer needs and satisfaction levels, enabling them to develop more targeted and effective customer service strategies.


Written by:

Simon Rauch

Content Creator bei ExB

Simon is responsible for creating marketing content at ExB. With his expertise in the areas of AI trends and editing, he enriches ExB’s information offering – on our blog, on LinkedIn and YouTube.
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