How AI support turns service into an experience

The use of AI is increasingly changing our world, leading to higher customer expectations. This is characterized by the desire for more convenience in service contact, faster processing of requests, and individualized service. With a smart service center, you can not only meet the highest customer demands, but also save time and money thanks to the integrated AI support of the BSI Customer Suite.

    Increased productivity in customer service with AI according to measurements from customer projects
    Increased productivity in customer service with AI according to measurements from customer projects
    Smart Service Center

    Three factors for wow moments in service

    Omnichannel approach

    Customer want the freedom to communicate on the platform of their choice. BSI’s smart service center meets customers on the relevant channels, whether via phone, chat, e-mail or letter – and brings the information together in a clear 360° view.

    Intelligent automation

    Each customer inquiry is automatically analyzed, categorized, and then prioritized as a task in BSI. Standard inquiries are processed automatically by the smart service center, and the customer receives an immediate response. More complex cases are assigned to service staff for personal processing.

    AI as a personal assistant

    With BSI you have an assistant at hand, analyzing the customer, summarizing the history, and suggesting possible answers to inquiries without having to prepare. Even better: By using AI, the algorithm learns more with each inquiry, thus improving the customer experience.

    Maximize customer service Scaling service – but smartly!

    Increased complexity of processes and fragmented data sets present companies in the retail industry with a major challenge: improving service quality through fast and personalized processing of inquiries while at the same time keeping costs under control. As an integrative platform, the BSI Customer Suite breaks down data silos, brings information together, and ensures efficient processes in service management using smart AI support. Simple processes such as shipment tracking are automated by AI. This takes pressure off staff who can focus their time on more complex tasks – a plus for efficiency and output. Such success factors help improve services and make them scalable – and customers experience how a service becomes a wow moment.

    More time für customers AI as a personal assistant

    Service communication is a chance to understand customers better and to use insights proactively. AI identifies preferred communication channels and timing, as well as the customer’s current situation, directly leveraging those insights for profit: Communication at ideal times on the optimal channel with hyper-personalized content creates a unique experience for the customer. And there is even a simple solution for paperwork: With the AI Companion of the BSI Customer Suite, response suggestions based on customer data can be generated very easily.

    Building customer loyalty Create customer experiences that inspire

    Good service is crucial for customers and ensures that they remain loyal to a company. With BSI’s smart service center, you can easily automate processes and support service staff so they have more time to take care of customers. The BSI Customer Suite connects all communication channels and provides an ideal overview of customer inquiries and communication, as well as the ability for marketing, sales, and service to have a common view of the customer. Customers, on the other hand, benefit from a strong customer experience: quick responses, tailored communication, and the feeling of perfect service.

    illustration with victory staircase

    BSI AI Are you ready for AI?

    AI plays a central role in the BSI Customer Suite: Automated processes, data-based recommendations, customer-centric communications, and generative AI support are just part of the story. Thanks to the holistic approach of the BSI Customer Suite, all information is always up to date. Before implementing AI, we recommend you check important criteria such as data quality, AI deployment framework or even ethical issues. With BSI’s AI-ready package, you lay the foundation for a successful project. Our guarantee: The increased efficiency significantly exceeds your investment.

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    The BSI Customer Suite

    Digitize the customer relationship and create unique experiences – automated, in real time, and across all touchpoints.

    Your benefits

    Digitize your sales with our online selling product. The BSI Engage module handles supporting and administrative tasks – from automated appointment scheduling and the “virtual sales room” to electronic signature for digital case closure;
    As a central information system, BSI CRM provides all relevant information and data for any application purpose and across departmental boundaries;
    Whether it is inbound mail automation, next best action, churn detection, or lead scoring – our AI product BSI AI supports you in analyzing your data and helps you with small and large decisions regarding customer-relationship management;
    Our Customer Data Platform BSI CDP collects data from various sources and provides meaningful customer profiles – in real time;
    Organize your connectivity within your ecosystem and create new connections. Our Enterprise Integration Platform BSI EIP offers numerous standardized interfaces which can be easily configured, optimized, and surveilled via a central interface – so that your data can have more impact.

    Next best action: BSI.

    The next best step: Network your targets with BSI.

    Marvin Jensen, Creator of Customer Delight

    +49 40 180 240 855

    BSI Customer Suite

    Provide a truly compelling customer experience with seven products – all in one solution.