How to make customer service smart

Cross-channel communication is standard in the BSI Customer Suite. It does not matter if your customers contact your company by phone, e-mail, contact form, chat, text message, or, quite traditionally, by mail: Thanks to the “no matter what channel” principle, every request and inquiry reaches your customer service center reliably. 

Today, BSI customers are already able to process more than 50% of their customer inquiry volume in an automated manner, thanks to AI-powered customer request and inquiry recognition. This ensures an enormous simplification of customer service because with LLMs or other logics, the solution recognizes requests and inquiries automatically and with high accuracy, compares them with existing data, and processes them proficiently. 

In the smart service center, even the manual processing of customer requests and inquiries by customer service employees is noticeably easier, more efficient and of higher quality. With BSI, your employees have access to a generative 360° view of your customers in real time, where they can determine a customer’s current situation, loyalty status, customer-specific affinities, and the timeline of recent contacts – all at a glance. 

With the help of the BSI Companion, you can further optimize the manual processing of customer requests. The Companion “understands” a customer’s situation and can automatically categorize requests and inquiries and summarize them clearly. And last but not least, the BSI Companion provides suggestions to your employees for the continued handling of every customer request and inquiry.

Not only can you have a large number of requests and inquiries answered fully automatically thanks to automated request recognition, but your customers also receive the responses quickly. Plus, your customer service representatives have more time for personal customer engagement. 

Not only can you have a large number of requests and inquiries answered fully automatically thanks to automated request recognition, but your customers also receive the responses quickly. Plus, your customer service representatives have more time for personal customer engagement. 

The personalized service, coupled with support from the BSI Companion, ensures a first-class service experience for your customers, since BSI identifies individual customer requests and inquiries quickly and resolves them optimally.

The personalized service, coupled with support from the BSI Companion, ensures a first-class service experience for your customers, since BSI identifies individual customer requests and inquiries quickly and resolves them optimally.