Making Customer Service Future-Proof with AI
This blog post addresses a topic that is currently regaining relevance due to the latest developments in AI: the reception of unstructured information, such as emails, voice messages, and handwritten notes, in B2B and B2C communication within organizations and companies. In this article, I will explain why this topic is important again and how AI can improve customer service.
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What are the challenges of processing unstructured communication?
Previous options for processing unstructured communication in customer service were often limited by the fact that information came in a wide variety of formats and forms. This presented companies with major challenges in filtering out relevant information and converting unstructured data into structured data.
Additionally, organizations today face general conditions such as a shortage of skilled workers, customer demand for quick and helpful answers, and the need to automate processes and enable customers to conclude contracts without human interaction. At the same time, customers should always feel that they can communicate in the way that is most convenient for them.
What does end-to-end mean today?
Fortunately, processing and integrating unstructured data into an overall process has become easier, allowing for automatic end-to-end processing. End-to-end processing has been a hot topic for some time now. Many companies announced years ago that they could automate everything end-to-end.
In practice, however, the situation often looked different:
- missing or incorrect data in forms
- reading errors in OCR
- customer queries
and other obstacles. Sometimes, queries were submitted, or the form was not filled out correctly. All of these issues made end-to-end automation of customer service difficult.
Today, however, we have reached a point where complete automation is truly possible through the use of AI and meaningful process automation platforms.
Many companies receive unstructured communication via channels such as email or messenger. This creates challenges. Images, photos of documents, and uncommented attachments all have to be processed to satisfy the customer. What is the business transaction? Is it a submission of documents or an application? What does the customer want? This is exactly where process automation comes in. It offers an optimal combination of existing systems and sub-processes, which are linked together by a suitable platform and appropriate AI tools in such a way that complete automation is possible.
What role does AI play in customer service?
What role does artificial intelligence play in this context? AI is currently a hot topic, often considered overhyped. However, in the field of process automation, we have reached a point where AI can truly make a difference. To process unstructured information, such as speech, images, and text, in parallel using the same processes, AI is key to achieving complete end-to-end automation. AI can read forms with checkboxes, verify signatures, and recognize handwritten notes. Handwritten notes in unintended places and informal messenger messages are also taken into account, enabling optimal customer service. AI can also recognize the type of document, such as an application or a birth certificate.
The NOVO CxP platform and its advantages
The relevant information can be stored in a data lake, i.e., a large database, via a suitable platform and is then available at any time. Here, I would like to highlight our process automation platform NOVO CxP. It enables complete end-to-end automation, with topic recognition using AI and optimal connection to downstream systems.
You will benefit most if you combine the use of such a platform with suitable partner systems (CRM, DMS, ERP, etc.), as this will maximize the efficiency of the entire process. Last but not least, this automation also leads to cost reductions, as it saves on human labor. In the past, the often lengthy implementation processes for such software were a decisive factor. However, over time, the duration of such implementations has become shorter and shorter. At inovoo, we firmly believe that complete automation in customer service is now possible within a few days or even hours.
One of the many types of partner systems that can be connected to NOVO CxP are document management systems (DMS). The term document management refers to the digital management of electronic documents or digitized paper documents integrated into important business processes¹. Document management systems also ensure that required documents can be easily found and accessed by authorized users at any time².
NOVO CxP in action
The big advantage of a low-code platform like NOVO CxP is that you can design your own workflows and put together modules according to your preferences. Our AI component NOVO AI Studio supports you and makes this even easier with assisted prompt engineering. You determine the output format yourself and thus decide how and where you want the data.
Human errors caused by incorrect entries are reduced. Of course, AI can also make mistakes. In this case, our platform gives you the option of comparing the detected values with those in classic databases.
Thanks to our two decades of expertise, our platform offers a comprehensive toolset that enables AI result validation, among other things. NOVO CxP is not only suitable for smaller processes that can be implemented quickly. The platform is scalable and therefore also suitable for large processes such as annual statements or incoming mail processes. Thanks to Kubernetes container technology, the platform can be easily adapted to changes in customer communication volume.
A specific use case for NOVO CxP is the automation of email processes. An info mailbox that receives several thousand emails every day can be relieved by 70-80% through simple rules. The remaining emails can be processed using AI, drastically reducing the amount of manual work required. Even classic functional mailboxes such as Order@Company.com or Invoice@Company.com have already been successfully and completely automated for our customers using NOVO CxP.
Our technologies
NOVO CxP offers numerous modules covering text recognition, image recognition, and handwriting recognition, and more. In addition, NOVO AI Studio now offers the option of integrating LLMs (large language models), both cloud-based and local. Many NOVO CxP modules can be used effectively on their own, but the greatest benefits come from integrating them into your existing systems. These modules can be easily integrated into existing systems via the open REST API. In most cases, the low-code platform makes this possible even for specialists without programming knowledge. For special requirements (e.g., older legacy systems), however, the option of individual customization remains.
Data security and data protection
Most challenges related to AI and communication can be attributed to data security and data protection. How exactly you best use our technologies also depends on the regulatory requirements in your industry.
For example, if you are already allowed and want to use cloud services in your company, you can of course also integrate a cloud-based AI model. For industries with more restrictions, there are also local models as an alternative, which do involve some limitations and more effort (e.g., due to necessary updates), but guarantee maximum data protection and data security.
Conclusion: Future-proof process automation
With NOVO CxP and our customized AI tools, your company can efficiently process unstructured information and automate processes. This leads to significant increases in efficiency and cost reductions. Thanks to the platform's flexibility and quick implementation times, you can automate processes in just a few days — with a low-code approach. With our experience processing hundreds of millions of documents and objects, you can always count on support from our consultants, project managers, and system integrators. Complete end-to-end automation with AI-driven customer service is now just a small step away.
