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Seven Reasons to Choose a Hybrid AI Approach in Customer Service
Artificial intelligence is seen as a true game-changer in customer service, promising faster responses, lower costs, and improved quality. But relying blindly on automation often leads to frustration instead of progress. In this article, we’ll take a practical look at common mistakes and explain why, in our view, hybrid models are the right approach.
Shadow AI in the Workplace: Root Causes, Risks and Responsible Solutions
Widespread but often unnoticed: Employees are increasingly using AI tools without official approval. A quick reply via ChatGPT, a report generated at the click of a button. What seems efficient at first glance can pose serious risks to data privacy, security, and output quality. Learn how IT teams can identify these risks, establish clear policies, and integrate AI into the organization in a responsible, future-ready way.
AI that serves support agents: Zammad’s Product Owner on balancing innovation and user autonomy
Zammad is entering a new phase in its development. What’s shaping the road ahead? In this interview, Product Owner Gerrit Daute shares insights into key technical decisions, fresh ideas around AI and explains why openness at Zammad is about more than just open source. A conversation about responsibility, innovation and where the product is headed next.
Using Automatic Language Detection for Better Customer Experience
Multilingual support is a key competitive advantage for internationally operating companies — but it can quickly become a challenge, especially when requests have to be manually assigned or forwarded first. The result: delays and misunderstandings that can impact customer satisfaction. With automatic language detection, this extra step is no longer necessary.
Demystifying AI in Customer Support: Understanding the Potential and Limitations of the Technology
The thought of artificial intelligence evokes mixed feelings in many people - between the hope of a smart assistant and the fear of not being able to keep up with the new technology. On closer inspection, the apparent mystery of AI turns out to be a welcome opportunity for the future, which still needs time to mature in many use cases.
Is AI The Future In Support? Opportunities And Challenges Of ChatGPT & Co.
With the hype and strong media presence of the ChatGPT software, new opportunities for the use of AI in support and customer service have opened up seemingly overnight. Whether it's fast and automated help or improved customer experiences: Smart searches and chatbots are no longer dreams of the future. We give you an overview of the development.
