■ Automatic Creation of Knowledge Base Articles: Recurring solutions are systematically documented and made available to the entire team.
■ Automatic Incident Qualification: Standard cases can be quickly pre-filtered by AI, enabling staff to focus on more complex issues.
AI is unlocking powerful new opportunities to serve our customers better, from faster more efficient support to smarter collaboration and real-time knowledge sharing. However, there are also limits: especially with complex issues involving multiple interconnected aspects, AI still reaches boundaries. Human expertise remains indispensable to evaluate context correctly and develop holistic solutions.
Ongoing Steps for Introducing AI in Customer Support Automatic Responses for Customer Inquiries End user requests will initially be answered automatically by AI. This will allow us to cover standard questions and recurring topics faster, freeing up valuable support time for more complex cases.
Optional for Customers The first AI-generated responses will be available to all customers. If you no longer wish to use this feature, simply let us know, and we will deactivate it for you.
Special Option for Support Contract Customers Customers with support contracts will by default not receive automatically generated answers, ensuring they continue to enjoy the familiar, personalized service. However, if desired, we can also activate AI-based first responses for this customer group, giving them the added benefit of immediate and rapid reaction times – even outside of business hours.
Future: Automated Assistance in the Ticket Process Our next step is to have AI actively support ticket processing to provide you with faster and more accurate assistance. It will automatically request additional supplementary information such as logs or CmDust files before a support agent takes over the ticket. This will significantly reduce processing times, as the necessary preparatory work will already have been completed in advance.
The introduction of AI in our support organization marks a decisive step toward a new service culture. Customers benefit from faster, round-the-clock responses and higher-quality solutions, while our support staff gain the freedom to focus on complex issues instead of routine tasks. At the same time, AI connects our global team beyond language and cultural boundaries, making knowledge and expertise universally accessible and enabling truly borderless collaboration.
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