Shape the futureof customer servicewith Generative AI

The automation of customer service brings numerous benefits to a company. It ensures 24/7 availability and fast response times, which significantly increases customer satisfaction. Routine activities such as status queries or password resets are taken over by AI agents, which reduces the workload of employees and allows them to focus on more demanding tasks. This leads to a noticeable increase in productivity (BOTfriends speaks of up to 50% for service agents thanks to the AI Copilot) and considerable cost savings. In addition, a platform such as BOTfriends X enables consistent support across all channels thanks to its omnichannel capability, thereby strengthening customer loyalty. Companies remain competitive and build a reputation for excellent service.

Automation in customer service can cover a wide range of tasks, especially repetitive and time-consuming processes. These include answering frequently asked questions (FAQs) via chatbots or voicebots, automatically classifying and forwarding tickets, verifying customer accounts, carrying out basic troubleshooting, appointment bookings or status queries (e.g. orders). BOTfriends AI Workflows can also be used to automate complex, cross-system processes, for example in complaints management or meter reading processing. The BFX AI Copilot also supports human agents in response generation, query summarization and real-time translation, allowing a company to focus on value-adding interactions.

The BOTfriends AI Agent platform has several features that set it apart from other solutions. It offers enterprise features without the typical complexity and high costs of large corporations. An intuitive no-code editor enables the quick creation of chatbots and voicebots without developer knowledge. The platform is GDPR-compliant and hosted in the EU, ensuring the highest data security standards. BOTfriends emphasizes fast time-to-value, with first results often in just a few weeks. Unlike many providers, BOTfriends offers a central omnichannel solution that combines chat and voice in one platform. The flexible LLM ModelHub also enables the free choice of large language model. This combination of accessibility, performance and compliance makes BOTfriends an attractive choice for automating customer service.

Data security is a key concern at BOTfriends. The AI Agent platform is fully GDPR compliant and hosted in the EU, meeting strict European data protection standards. A company benefits from clear role and user management, ensuring that only authorized persons have access to sensitive data. In addition, a proven RAG (Retrieval Augmented Generation) approach is used to reduce the risk of so-called 'bot hallucinations' and ensure that answers are based on reliable, proprietary content. The 'human in the loop' approach also enables human monitoring and approval of automated processes, further increasing reliability and compliance. In this way, a company can automate its customer service and rely on the highest level of data security.