Customer Service & Support
Highly scalable AI architectures for contact centers, technical after-sales, and customer operations: Integrate Genesys, Salesforce Service Cloud, ServiceNow, and Zendesk Enterprise with sovereign Swiss voice/chat agents and access-controlled Enterprise RAG.
YOUR AI ORIENTATION
01 · FOCUS & APPLICATION AREA
AI means so many things. Which AI do you actually need? What is your specific area of application?
02 · FROM EXPERIMENT TO ENTERPRISE
We help - from short-term pilot projects and rapid experiments all the way to enterprise solutions.
03 · DISCOVER THE POSSIBILITIES
Simply streamline daily workflows or transform an entire business unit with autonomous agents? Discover the possibilities with us.
Enterprise Value Drivers
Orchestrate tens of thousands of monthly customer interactions across voice, email, chat, and customer portals: Our AI layers integrate deeply into Salesforce Service Cloud, ServiceNow, Genesys, or Zendesk Enterprise, automating case classification, intelligent skill-based routing, and after-call work (ACW).
In complex technical customer service, industrial engineering, or financial and insurance products, simple FAQ bots fall short. We build high-precision Enterprise RAG (Retrieval-Augmented Generation) systems across thousands of technical manuals, bills of materials, policies, and ERP records – complete with strict Role-Based Access Control (RBAC) and exact paragraph citations.
Deliver first-class 24/7 voice and text interactions across all Swiss national languages and Swiss German dialects: Featuring ultra-low latency, automatic PII redaction (protecting personal data), and seamless warm handoffs with structured conversation summaries to your human specialists.
High agent turnover and complex product portfolios challenge every contact center. A landmark study (Stanford / MIT, QJE 2025) across 5,172 support agents proves that real-time AI copilots increase resolution rates by 15% on average and by up to 36% among newer agents – while simultaneously reducing escalation rates. QJE 2025
Move beyond passive Q&A systems: Through controlled agent architectures with deterministic approval guardrails, authorized AI workflows can trigger and document address updates, spare-part orders, goodwill checks, or RMA returns directly inside SAP S/4HANA and your CRM.
From enterprise AI governance and multi-system architecture to cross-site enablement cohorts.
Confidential & strategic architecture review
Discuss your enterprise governance, ERP/cloud integration, and multi-team AI roadmap directly with our lead consultants.
45 Minutes (Executive Session)
Cross-site qualification programs for team leads, quality managers, 1st/2nd-level agents, and field service engineers: Safe operation of real-time copilots, prompt discipline, escalation management, and quality assurance.
Explore Enterprise EnablementFrom architecture design and knowledge-base remediation to deep integration into Salesforce, ServiceNow, Genesys, and SAP: Together with our engineering network, we build high-availability service platforms compliant with the Swiss FADP and EU AI Act.
Request Architecture AdvisoryAutomated redaction of sensitive customer data (PII) and deployment in Swiss data centers (Azure Switzerland, AWS Zurich, Swisscom AI Platform).
Role-based and tenant-based access control down to the document and paragraph level, synchronized with your existing CRM and ERP permissions.
Complete audit logs, transparency labeling for AI interactions, and deterministic guardrails against hallucinations or unauthorized commitments.
Automated LLM-as-a-Judge quality metrics, confidence thresholds, and seamless escalation paths to human subject-matter experts.
Peer-reviewed large-scale studies and official analyses demonstrate why customer service is the highest-impact scaling lever for generative and agentic AI in the enterprise.
Published in the Quarterly Journal of Economics (QJE 2025), the study by Brynjolfsson, Li, and Raymond (Stanford / MIT) in a major enterprise support organization proves 15% more resolved tickets per hour alongside significantly shorter handle times (AHT).
In the same study, newer agents benefited most with a +36% productivity gain, while employee attrition among newer team members dropped by roughly 10 percentage points and customer satisfaction rose.
The Anthropic Economic Index confirms that structured support, troubleshooting, and knowledge retrieval workflows rank among the corporate functions most strongly transformed by AI.
We are happy to assist you in consulting on your business processes and within your selected industries:
Schedule a confidential architecture and potential briefing for your contact center or technical customer service organization.
For Heads of Customer Service, COOs, CIOs & Contact Center Directors.
Request Executive Briefing
