How AI employee "Sophie" relieves the burden on first-level support.
The AI-generated image shows Sophie: a virtual colleague from ITs-plus GmbH & Co. KG in Mainz,
which is available around the clock and connects the team with customers.
»"Wow, great, she understood me immediately."«
Daniel Langenbach, SYNAXON partner and managing director of ITs-Plus GmbH, and his team regularly receive this feedback. It's for their virtual AI employee Sophie, who assists colleagues with answering calls.
The reasons for ITs-Plus GmbH to thoroughly rethink their traditional phone answering system were multifaceted: »Unplanned absences due to illness or short-notice on-site assignments regularly led to bottlenecks and disruption within the team. Whoever was the fifth caller on the line ended up on voicemail. […] Tickets had to be manually entered afterward, there was no real dialogue, and valuable time was wasted. It quickly became clear to us: We needed a solution that would make this situation more pleasant for both us and our customers.«
Daniel Langenbach emphasizes that AI systems are not a replacement for the team, but rather are intended to create the necessary time for technicians to focus on complex projects or providing personalized on-site support. "Sophie now answers the phone whenever our human employees are busy […] or when customers call outside of regular support hours. This way, we are available around the clock and can process their requests extremely quickly."»
Learn how AI effectively relieves the burden on first-level support, what to consider when selecting a system, and the role that data protection and digital sovereignty play. in the detailed interview in our new practical guide »AI in the system house«.
Download the practical guide here.
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