Customer service automation
“Customer service shouldn’t just be a department, it should be the entire company.”
This translated quote from Tony Hsieh embodies the fundamental vision behind the integration of artificial intelligence (AI) into customer service.
Watch our video to find out how we can automate your document processing and save your company time and money.
In 99 seconds, we explain the benefits of AI-powered document processing, how our IDP technology works, the different solutions we offer and the types of documents we can process.
Typical use cases of our AI software
Whether claims, procurement processes or invoice processing – our AI-based IDP platform solves a variety of use cases and helps companies to increase efficiency, increase sales and reduce risks.
Delivery Bills
Can delivery bills also be processed? Yes, that’s no problem. Delivery bills accompany the delivered goods and confirm which items were delivered and in what quantity. They are important for reconciliation with the invoice to ensure that the items delivered match the items invoiced.
Your benefits with ExB
Compelling Numbers: These four benefits clearly illustrate how our IDP platform improves your business.
Companies that want to sustainably improve the customer experience are increasingly recognizing that efficiency gains cannot be achieved in isolation in individual departments. Rather, the use of AI is aimed at a holistic transformation in which repetitive tasks are automated and customer satisfaction is increased across all areas of the company.
What is automation in customer service?
Customer service automation refers to the use of technologies such as artificial intelligence (AI) to automate recurring and time-consuming customer service tasks.
The aim is to make customer service more efficient and faster by minimizing manual intervention. With the help of AI, chatbots, self-service portals and automated responses, companies can offer their customers support quickly and around the clock.
These technologies make it possible to process customer inquiries faster, reduce waiting times and relieve the workload on service employees.
By automating customer service, companies can not only reduce costs and use resources more efficiently, but also increase customer satisfaction and the overall customer experience.
Advantages of customer service automation for customers and companies
Automated support systems offer 24/7 availability and solve recurring customer queries or problems quickly and efficiently. By automating routine tasks such as answering common questions or managing support tickets, customer service staff can focus on more complex customer issues that require personalized assistance.
Thanks to the seamless integration of data from different sources, companies can also offer tailored, personalized help.
Customer service automation brings numerous benefits for both companies and customers. By using chatbots and other automated systems, companies can relieve their support departments by processing simple inquiries automatically.
This leads to a faster response time and an improved customer experience. In addition, the automation of customer support offers high scalability, allowing companies to efficiently handle a large number of support cases and reduce costs at the same time.
- Personalized response suggestions: AI-supported automation provides customized response options based on past interactions as well as customer and company data.
- High response quality: Automated extraction and processing of relevant information, such as serial numbers or order numbers, guarantee precise and error-free responses.
- Reduced response times: Automation enables efficient processing of large volumes of email inquiries with consistently high response quality. This results in shorter response times and increased customer satisfaction.
- Efficient use of resources: The automated 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
The right customer service automation software is crucial for handling customer queries efficiently and optimizing support processes. There are numerous platforms and tools available to help companies automate their customer support. From AI-powered chatbots to advanced AI platforms, these solutions offer various functions that can be seamlessly integrated into existing CRM systems. Depending on company size and industry, the spectrum ranges from simple to highly sophisticated systems. Some examples are:
- Knowledge bases and FAQ pages to help customers solve common problems.
- Pre-configured e-mail responses that inform customers about the status of their request.
- Pre-formulated answers to frequently asked questions for quick processing of customer enquiries.
- Interactive Voice Response (IVR) systems that answer calls, recognize keywords and either automatically provide solutions or route the call to the right human support agent.
- AI chatbots that answer customer queries in real time and automatically refer them to the appropriate support channel. By using natural language processing (NLP), AI chatbots can conduct human-like interactions that make customer service more efficient and improve the customer experience.
IDP as a key technology for efficient customer service automation
Intelligent Document Processing (IDP) is a key technology in the field of customer service automation. By integrating IDP into existing systems, companies can capture data from various sources along the entire customer journey – from emails and chat histories to transcripts of customer conversations. The customer data is automatically extracted, processed and analyzed to create personalized customer support and sustainably improve the efficiency of your customer service.
Intelligent document processing (IDP) enables the extraction and processing of information from structured and unstructured data sources. Structured data such as customer databases or forms are automatically recognized and extracted using machine learning algorithms. For unstructured data, such as emails and chat histories, IDP uses Natural Language Processing (NLP) and Optical Character Recognition (OCR) to understand and extract relevant information and convert it into a structured form.
Another key benefit of IDP is its ability to integrate seamlessly with existing business platforms and systems. This integration promotes efficient workflow automation and flexibly adapts customer service automation to the specific requirements of your company. By using IDP, companies can automate their customer service while ensuring that their data quality remains high. Automation speeds up the processing of service requests and frees up employees to focus on more demanding tasks, while simple requests are handled by chatbots or other AI-powered systems.
Customer service automation with ExB
ExB’s IDP platform helps companies optimize their customer service through automation and process recurring requests efficiently. Our AI-based software captures, links and analyzes both structured and unstructured data from various data sources to ensure accurate and fast responses to customer inquiries. By automating data extraction from customer-related documents such as purchase orders, delivery orders and customer interactions, IDP improves the speed of response in customer service.
Customer inquiries on topics such as delivery status, product availability or specific requirements can be recorded and processed automatically. This leads to faster and more precise communication with the customer. In addition, analyzing customer sentiment and preferences from feedback surveys, support tickets and social media enables a better understanding of customer needs and satisfaction, allowing more targeted customer service strategies to be developed.
By reducing manual intervention, ExB’s IDP platform improves customer service efficiency and increases customer satisfaction through timely and accurate responses to queries.
Want to learn more about how ExB can help you implement customer service automation? Contact us today and find out how you can take your support department to the next level!
Is AI worth it?
Artificial intelligence (AI) is increasingly finding its way into our everyday lives and corresponding solutions will become a natural component of digital change in large companies and German SMEs in the coming years. But is AI also worthwhile for your company?
“Thanks to ExB’s software, we were able to master the challenges of document processing in the logistics sector. The automatic assignment of order documents and the generation of instructions for our employees have significantly simplified and accelerated our processes.”
“ExB’s advanced technology enabled us to not only overcome AGILA’s challenges in animal health insurance, but also to provide added value. The high precision and automation of ExB’s AI extraction was a key factor in this.”
“When it comes to innovation, we’ve come to see ExB as the thought leader in AI and IDP, and a valuable sparring partner capable of championing the key strategic role of ML and automation.”
“Thanks to the collaboration with ExB, we have been able to tremendously optimize our email processes in conjunction with our procurement system. It is as if we have received a digital extension of our team, working tirelessly and accurately.”
Further information on the customer service automation from ExB
Explore our comprehensive platform overview, discover the benefits for your industry and expand your knowledge with our informative IDP blog and advice section.
Find out what IDP is, how our platform works and what advantages it offers.
With ExB, you can automate your document processing - no matter what industry your company belongs to.
In our blog, we report on the latest developments and explain exciting trends relating to IDP and AI.
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