Innovating customer service with AI

Written communication in customer service is an important business card for DPD and should underline the company's high-quality standards. At the same time, the parcel delivery company's customers expect a quick response to their concerns. For this very purpose, the Typewise solution offers a range of functionalities that sustainably improve the quality and efficiency of written communication in customer service.

These include suggestions for complete sentences or sentence fragments that are simply confirmed with "Tab", spelling and grammar corrections, and ready-made text templates as snippets. In the future, it will also be possible to formulate entire e-mail responses, which the employee only has to confirm. Typewise integrates easily as a browser extension into the existing CRM/Contact Center system. All common systems such as Salesforce, ServiceNow, Genesys, BSI, etc. as well as in-house solutions are supported.

Andrej Golob, a member of Brack's executive team, underscores the program's impact: “The AI has significantly improved our operational efficiency, allowing us to handle more customer inquiries with enhanced quality.”

The AI's contribution extends beyond mere efficiency; it brings a level of consistency and linguistic precision to customer communications, estimated to improve efficiency by about 10%.

Despite the AI's capabilities, the human element remains irreplaceable. Joanna O’Hanlon stresses this, saying, “While the 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.