Innovating customer service with AI

Written communication in customer service serves as a key business card for DPD and should reflect the company's high-quality standards. At the same time, parcel delivery customers expect quick responses to their inquiries. To meet this demand, the Typewise solution provides a range of functionalities that sustainably improve the quality and efficiency of written customer interactions.

These include suggestions for complete sentences or sentence fragments, which can be easily confirmed with the "Tab" key, spelling and grammar corrections, and predefined text snippets. In the future, it will also be possible to generate entire email responses, requiring only employee confirmation. Typewise seamlessly integrates as a browser extension into existing CRM and contact center systems, supporting all major platforms such as Salesforce, ServiceNow, Genesys, BSI, as well as custom in-house solutions.

While an AI bot can efficiently search a product catalog by price and tags and handle simple inquiries satisfactorily, it reaches its limits in other areas—especially in customer support.

‍"When a request reaches customer service, things become significantly more complex. For example, when customers ask whether and how they can return a product," explains Andrej Golob, a member of Brack.ch’s executive team.

Unlike the relatively straightforward sales guidance within a closed online store system, customer service involves multiple systems and data points. Customer inquiries often go beyond product-specific information and shift towards more complex, process-oriented questions. At present, it is not realistic to rely entirely on AI to manage these cases.

For this reason, Brack.ch and Alltron have been using a different internally deployed AI solution for the past two years, catering to channel, private, and business customers. This AI monitors all customer service interactions and suggests relevant text modules to support agents in responding to inquiries. The technology behind this solution also comes from Typewise.

The AI contributes not only to increased efficiency but also ensures greater consistency and linguistic precision in customer communication. As a result, service quality has significantly improved.

Andrej Golob, a member of Brack's executive team, underscores the program's impact:

Despite the AI's capabilities, the human element remains irreplaceable. Joanna O’Hanlon, Customer Service Representative at Brack.ch, highlights this:
"While AI greatly assists in drafting responses, the personal touch in each communication—that's something only we can add."

The integration of AI into Brack.ch's customer service operations, spearheaded by Typewise, has set a new benchmark in leveraging technology for customer engagement. By combining AI’s analytical strengths with the essential human element, Brack.ch and Competec have achieved a harmonious balance between technological efficiency and personalized customer service.