Modern AI systems based on neural networks and “large language models” offer decisive advantages in this context. Language comprehension and automatic document and image processing are core competencies of these technologies. AI can analyze complex text documents, extract relevant information and make precise assignments for process automation. It can also automatically process visual content such as screenshots and gain helpful insights out of them.

Furthermore, the use of generative AI (“GenAI”) offers new, diverse application scenarios and problem solutions based on large language models (“LLMs”). In service management processes, task descriptions, solution descriptions, documentation of knowledge articles and fully formulated customer communications can also be generated automatically in order to use time and valuable resources for the essentials: providing a solution for all customer inquiries as quickly as possible.

Targeted use of AI in service organizations therefore enables them to respond to requests more quickly and accurately, document solutions more efficiently and ultimately increase customer and employee satisfaction through optimized service processes.