AI-Supported Customer Service Optimization
A Swiss service provider with high customer-service inquiry volume wanted to raise first-contact-resolution while cutting response times. We designed an AI-supported workflow for incoming inquiries — classification, draft responses, FAQ bot — and accompanied the rollout with the service team.
Starting point
Long response times on recurring standard inquiries, while complex cases became risk hotspots. The team wanted more time for the demanding inquiries — not replacement, but relief.
Our advisory
Use-case workshop with the service team, inquiry classification by complexity and AI suitability. Concept for three tools: automatic classification of inbound mails, LLM draft responses with human approval for medium-complexity cases, FAQ bot for standard questions. Vendor selection, privacy impact assessment per Swiss nDSG, training of service staff on prompt adjustment and escalation paths.
Outcome
First-contact-resolution clearly improved, average response time on standard inquiries more than halved. More importantly: the service team gained capacity for the complex cases where human judgment makes the difference. The AI tools run in daily operations — we only deliver quarterly reviews and sparring on new use cases.