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Popular posts in the category: Customer Service Automation

Customer service automation is the foundation for lasting relief for support teams and better service quality. Here we look at AI-based ticket automation, automatic routing, smart classification, reply suggestions and integrations with helpdesk systems like Zendesk, Freshdesk or GREYHOUND. Ideal for anyone who wants to understand how AI automation in support, automated customer service and AI process optimization work in practice.

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Conversational AI & Chatbots
Customer Service Automation
E-Commerce Customer Service
Agentic AI
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AI agent tools compared for e-commerce and mid-sized companies: illustration of an AI agent automating business processes and independently carrying out tasks such as canceling orders, changing delivery addresses and creating return labels. Connected to shop, ERP, helpdesk and analytics systems to automate customer service.
Customer Service Automation

AI agent tools for customer service: DACH comparison 2026

We rank ten AI agent tools for DACH customer service in 2026 by how many requests they actually resolve on their own, not just answer, and which use case each one fits best.
Graphic with a dark purple background: on the left, “One logic. Two channels. Chatbot & voice bot”. On the right, a technical illustration shows how chatbot and voice bot are connected via the same bot logic. Chat messages, a voice bot interface with headset, speech-to-text and text-to-speech converge in a central bot logic that accesses a shared knowledge base.
Customer Service Automation

Voicebot vs. chatbot: when does phone automation pay off in customer service?

When does a voice bot really pay off alongside your existing chatbot? This article compares both technologies, provides a threshold formula for phone automation and shows how text and voice channels can be served from one shared knowledge base — including GDPR and EU AI Act requirements for 2026.
Close-up, blue-toned business scene with a calculator on a laptop, a pen, and a printed blue pie chart; overlaid translucent frames show line icons (analytics graph, trophy/goal, document chart, magnifying glass) and the large word “UPGRADE” across the center.
Customer Service Automation

Support at its limit? These 7 Zendesk upgrades bring instant relief

Fast, smooth customer service is essential for companies today – especially in e-commerce, where customers expect quick answers and solutions. Zendesk is one of the leading ticket management platforms, but out of the box it falls short of its potential.
Open laptop with glowing email icons floating above it – a symbol of the digital inbox and communication.
Customer Service Automation

Top customer service software compared: chatbots, ticket systems and more

Customer service today is about more than quick answers – it's about being efficient, personal and available around the clock. But which tools help you get there? We take a close look at the best solutions!
Wooden blocks with employee icons stacked into a small pyramid, with several blocks showing question marks next to it – a symbol for recruiting, team building and skills shortages.
Customer Service Automation

Tackling staff shortages in customer service: how to master the challenge

Discover effective strategies for employee retention and customer service optimization to avoid bottlenecks caused by staff shortages and safeguard customer satisfaction.
A person holds a smartphone and a coffee to go; above it, a network of white icons (Wi-Fi, location, email, smartphone, shopping cart, bag, TV, globe) – depicting omnichannel shopping/the customer journey.
Customer Service Automation

Customer service: the trends for 2024

Discover the key customer service trends for 2024 and how you can optimize your customer service.
A holographic, glowing blue brain with circuit traces – its right half a maze – floats above a hand against a digital circuit background, with “AI” displayed.
Customer Service Automation

The possibilities of AI: how customer service teams use it right

AI in customer service? Many people now immediately think of human-like chatbots. But there's more to discover – AI's biggest benefit for companies lies in making service teams more flexible, especially when handling large volumes of customer inquiries. Generative AI tools increase productivity and make both employees and customers happier.
A smiling woman with glasses talks on her smartphone while working on a laptop in a bright office.
Customer Service Automation

Artificial intelligence: how it's transforming customer service

Fast, convenient and good – that's what customers expect from your customer service. And if they don't get it, they'll be off to the competition faster than you'd like. So what's the secret to long-lasting relationships with your existing customers and to winning new ones?
Hands typing on a laptop with a drawn support agent wearing a headset appearing from the screen – a symbol for digital customer service or a chatbot against a dark chalkboard background.
Customer Service Automation

Predictive customer service is playing hide-and-seek: where is it?

In recent weeks, we've reported on an innovative service that has recently become fashionable on the market and has enormous potential and a wide range of uses. Have you figured out what we're talking about? Probably, but since the name is cool too, we'll say it anyway: predictive customer service!
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From the latest newsletter

Triage in customer service as a revenue driver – why not every request is equal

In hospital emergency rooms, triage is a well-established concept – it decides who gets treated first. What can mean life or death in emergency medicine can mean revenue or churn in customer service.

Popular authors

Jakob Hubloher

Jakob Hubloher

Jakob combines market knowledge, customer feedback and strategic advice.

Leon Stelzer

Leon Stelzer

Leon knows the real challenges of e-commerce companies.

Felix Stelzer

Felix Stelzer

Felix knows the AI market and automation inside out.

Maximilian Borkowsky

Maximilian Borkowsky

Maxi knows customer service automation inside out.