AI automation in customer service
Automate service enquiries: AI prepares, your team approves.
Breakdown, spare part, maintenance appointment: every enquiry reaches the right colleague pre-sorted, with customer data and a draft reply. Instead of sorting emails, your team checks and sends.
Text, PDF or photo
Request, product, customer data
Reply, query or ticket
What you get
Your team answers instead of sorting emails.
Sorted
Every enquiry in the right place
The AI recognises the request, product and urgency, including from attached PDFs and photos.
Completed
Customer data is already there
The process pulls customer, machine and open cases from your CRM, ERP or ticket system. Your team no longer has to search.
Prepared
Reply or query as a draft
If the serial number is missing, the query to the customer is already drafted.
Under control
Your team approves
Unclear or sensitive cases go to a person, with the reason. The AI sends nothing on its own.
What it looks like
One email with a photo. One fully prepared case.
A customer reports a breakdown and attaches a photo of the type plate. Fixed rules handle what is clear, the AI reads text and image. Your team decides what goes out.
“Our machine has been showing error E17 since this morning and has stopped. Can you send someone?”
Breakdown, machine stopped: high urgency.From email and error log
Serial number from the type plate, customer and maintenance contract from the CRM.Photo and customer data
The on-site contact is missing. The query to the customer is prepared.
The service technician checks and sends. The AI sends nothing on its own.
Example with sample data, not a customer reference. When fixed rules are enough and when AI comes in is explained in our decision guide to AI agents and automation.
How it works
Four steps to a running pilot.
01
Review enquiries
We look at real enquiries from your inbox: what comes in often, what is usually missing?
02
Set the rules
What does a fixed rule handle, where does AI help, who approves?
03
Test the Pilot
Selected enquiry types run through, your team checks every result.
04
Decide
Evaluate time saved and corrections, then expand, improve or stop.
Is this right for you?
AI automation pays off when …
Volume
… similar enquiries arrive every day
Breakdowns, spare parts, maintenance: the pattern repeats, only the details change.
Systems
… the data already exists somewhere
Customers, machines and contracts are in your CRM, ERP or ticket system and can be retrieved there.
Review
… someone checks the results
One person from customer service approves and says what did not fit.
The same principle works elsewhere too:
Who is behind it
Advice and delivery from one source.
You talk to the person who actually builds your process.
Tested in-house
61 of 61 invoice numbers
In a test with our own documents, the process read all 61 invoice numbers correctly. Only the numbers were measured.
Personal
Martin Trixner
Has been building software and integrations since 2002 and is a certified AI-Automations-Manager.
Honest
Without AI, if that is enough
If a fixed rule is enough, we do not build in AI. That is cheaper and easier to maintain.
Frequently Asked Questions
Frequently asked questions about AI automation in customer service.
Does the AI send replies to customers by itself?
No, not without your approval. Whether simple cases may later go out automatically is your decision after the pilot. For urgent breakdowns we set up a separate reporting route, so nothing is left waiting if the AI misjudges a case.
Which systems does it work with?
With Outlook or another inbox, web forms and CRM, ERP or ticket systems that have an interface. We check this before we start.
Where does our customer data end up?
Customer data does not go to external AI services without an explicit agreement. We decide together beforehand where the AI runs.
What does it cost?
That depends on the enquiry types, systems and volume. After a look at real enquiries, you receive a written quote with development and operation listed separately.
Next Step
How many service emails does your team sort by hand every day?
Bring three typical enquiries, anonymised if you like. In 30 minutes we clarify what can be automated and what a pilot looks like. In person with Martin Trixner, free and without obligation.