Utilising the synergy of EMMA Cognitive AI and the AIMAX^® AI agent for customer service

At a time when customer service is a decisive competitive factor, our powerful EMMA RPA and AIMAX^® KI solutions are setting new standards in the efficiency and effectiveness of customer enquiry processing. They enable companies to respond to enquiries promptly and accurately, while at the same time conserving internal resources.

• Automatic enquiry analysis through AIMAX^® with GenAI capabilities
• Access to current company knowledge via interfaces to Confluence, Jira etc.
• Intelligent, precise answer generation through AIMAX^®
• Automatic multilingualism regardless of the original language of the corporate knowledge
• Multi-channel communication via email, Teams, Signal and more
• Shorter processing times and increased efficiency in enquiry processing
• Increased customer satisfaction thanks to faster and personalised responses
• Human control instance or reduction to response suggestions optionally possible

As soon as a customer enquiry is received via channels such as email, Microsoft Teams or Signal Messenger, it is captured and automatically analysed by AIMAX^®. AIMAX^® uses its highly developed GenAI capabilities to immediately recognise the context and relevance of the enquiry.

Thanks to the numerous interfaces available to AIMAX^®, it accesses the company's internal knowledge bases in tools such as Confluence and Jira. This ensures that the information is always up to date and that every enquiry is answered with sound knowledge.

Based on the analysis, AIMAX^® initiates the necessary processes in EMMA. For example, EMMA can be instructed to carry out automated steps for information procurement or processing, which are precisely documented. Each process step is documented during execution by automatically generated screenshots, ensuring transparency and traceability.

EMMA's ability to access applications via a remote desktop connection or, in particular, in Citrix environments, considerably expands its range of applications. For example, it can also update customer data in remote systems or operate business software to finalise processes.

AIMAX^® uses the information obtained to generate intelligent and precise answers. It can trigger decision-making processes and formulate recommendations based on the current data pool and the recognised query context, making the interaction more personal and relevant.

Another outstanding advantage of integrating AIMAX^® into customer enquiry processing is its automatic multilingualism. AIMAX®^'s advanced AI capabilities enable seamless processing of enquiries in a wide range of languages, without being limited by the language in which the company's knowledge is stored. This means that AIMAX^® can understand and respond to customer queries across languages, effectively utilising the relevant information from the knowledge base regardless of its language of origin. This multilingual capability ensures that companies can operate globally and that customers worldwide experience a consistent and high-quality service, regardless of their preferred language of communication. This opens up new opportunities in international customer service and promotes a broader and more diversified customer base.

Thanks to their multi-channel communication capability, EMMA and AIMAX^® ensure that customer enquiries are processed via the customer's preferred communication channel, be it chat, email or other platforms, without media discontinuity. This ensures additional customer satisfaction.

Despite the impressive automation capabilities of AIMAX^® and EMMA, the involvement of human judgement in critical processes remains essential. The solution therefore offers the option of initially presenting the generated answers as suggestions that can be checked by a human employee before they are forwarded to the customer. This option to reduce to suggested answers allows automation to be combined with human intuition and experience. This ensures that every customer interaction meets the highest quality standards, while allowing the potential for human intervention in complex or unexpected situations. Last but not least, this flexible control instance also ensures greater trust among your employees.

The combination of EMMA and AIMAX^® revolutionises the processing of customer enquiries by providing a highly efficient and precise solution. The intelligent analysis capabilities of AIMAX^® and the deterministic automation processes of EMMA enable companies to process enquiries faster and with greater accuracy. Seamless integration into existing IT infrastructures and multi-channel capabilities ensure that no enquiry goes unanswered, regardless of the channel through which it is received. This automation and optimisation of customer enquiry processing not only increases efficiency and productivity, but also customer satisfaction, as responses become more personal and relevant. Language barriers are also no longer an issue at this point. With EMMA and AIMAX^®, companies can take their customer service to a new level - both nationally and internationally - and build long-term customer loyalty even more easily.