The problem: Service employees and consultants write standard answers over and over again. Most customer inquiries received by email are very similar in content. These questions take a lot of time – sometimes 15 or 20 minutes per answer, because the employee still has to search for the answer and always responds personally to the request. And every answer looks slightly different because everyone has their own style. New employees take a long time to learn the ropes. Many of their colleagues encounter this problem: both the service employees in the customer service center, who have to answer hundreds of emails per week, and the customer advisors, who have to manage their email load between customer meetings.

The solution: An AI-supported text assistant that runs in the mail or chat system. The employee (whether service employee or customer advisor) selects an AI-generated answer at the touch of a button (e.g. Outlook plugin) – based on a central knowledge database and best practice answers. The employee reads, edits if necessary, adds personal phrases and sends. The human remains the quality controller, the bot is the accelerator.

A real example: A large Swiss retail bank uses exactly that. The service employees are faster at answering emails. And new employees need less training because the best answers are suggested to them from day one. At the same time, the advisors also benefit: they save time on standard inquiries and have more time for real customer discussions and strategic advice. Two birds with one stone.

The Key Point: This is not automation without control. It’s an assistant for your employees. And it doesn’t feel threatening to employees – on the contrary, it makes their work easier and increases their competence