ServiceL3Conditional Autonomy
TeleServ Customer Service AG
60% of support tickets resolved automatically — with a customer satisfaction rating of 4.8 stars.
Challenge
TeleServ AG handled over 2,000 support inquiries daily via email, chat and phone. Long wait times and inconsistent response quality led to declining customer satisfaction.
- Average response time of 4 hours
- Inconsistent response quality depending on agent
- No coverage outside business hours
- High turnover in support team
Our Solution
We implemented an AI-powered support workflow with sentiment analysis, automatic categorization and intelligent response generation.
AI-Powered Customer Support
L3Conditional Autonomy22 Nodes3 Entscheidungen4 KI-Agenten2 Parallele Pfade
Intelligent ticket handling with sentiment analysis and automatic response generation.
Nodes
Start
Prozess
Entscheidung
KI-Agent
Daten
Integration
Fehler
Ende
Technology Stack:
GPT-4 TurboSentiment APIActivepiecesZendesk IntegrationKnowledge Base
Implementation Time: 8 weeks
Results
0%
Auto-resolved
Tickets without manual intervention
0★
CSAT
Customer satisfaction
0s
Response Time
Average reaction time
0/7
Availability
Around the clock
Before / After
| Metric | Before | After |
|---|---|---|
| Response time | 4 hours | 30 seconds |
| Auto-resolution rate | 0% | 60% |
| CSAT Score | 3.2★ | 4.8★ |
| Availability | Mon-Fri 8am-6pm | 24/7/365 |
Client Testimonial
“Our customers often don't even realize they're talking to an AI. The response quality is impressive — and it's available around the clock.”
Marina Kowalski
Head of Customer Experience, TeleServ AG