Faster response times
Enquiries are captured and answered instantly – shorter response times without waiting or downtime, around the clock.
Digital service worker · Assistant
Service Assistant
The digital service worker answers customer enquiries, handles tickets and manages complaints – across all channels, around the clock.
What the Service Assistant handles:
- Handle enquiries & tickets
- Manage complaints & returns
- Solutions from the knowledge base
- Escalations & SLA monitoring
- up to 68 % Automation
- 24/7 Available
- BPMN 2.0 auditable
Benefits
Benefits for customer service
Why a digital service worker noticeably relieves service teams – from the first enquiry to the resolved complaint.
Fewer errors, more compliance
Rule-based processing per BPMN 2.0 lowers the error rate and secures consistent service quality.
Cut costs, relieve teams
Fully automated cases minimise the workload and noticeably relieve call-centre and service staff.
Higher satisfaction
Round-the-clock service without waiting raises both employee and customer satisfaction sustainably.
Areas of use
Typical tasks in customer service
From the first enquiry to the escalation – the Service Assistant automates the cases that arise daily in customer service.
Enquiries & tickets
- Answer customer enquiries across all channels
- Capture, prioritise & handle tickets
- Process registrations, bookings & requests automatically
- Provide solutions from the knowledge base
- Escalate cleanly
- Service enquiries around the clock
Complaints & returns
- Complaint & returns management
- Automated case assignment & assessment
- Process emails, letters & chats
- Integrate images, messages, videos & documents
- SLA & deadline monitoring
- Automated cost-centre allocation
Standards & integrations
Ticketing, CRM & omnichannel
The Service Assistant connects service systems, customer data and all contact channels – without media breaks.
Ticketing & helpdesk
Connects ticketing, helpdesk and ERP systems via open standards, APIs and connectors – without media breaks.
CRM & omnichannel
Links CRM data with all channels – email, chat, letter and messaging come together centrally.
SLA & audit-proof records
Monitors service levels and records cases in an audit-proof way – GDPR-compliant, AI-neutral and auditable (BPMN 2.0).
Automation levels
Assistant · Agent · Worker
Three automation levels – matched to the task.
Digital Assistant
BPMN rule-based
Works strictly according to compliance and process rules (BPMN 2.0 & process engine) – perfect for structured rule sets and guided case handling, even in high-security areas.
Digital Agent
AI-powered
Understands unstructured data, emails and contracts via LLMs, takes over complex checks and decisions – autonomous tasks complementing existing systems.
Digital Worker
Autonomous AI orchestration
Solves whole processes autonomously and connects individual AI agents into teams – autonomous data transfer between legacy systems and web APIs, without media breaks.
Process
How it works
Job profile
Analyse tasks & workflows.
Configure
Model persona & processes (BPMN 2.0).
Connect
Integrate systems & data.
Operate
Cloud or on-premise, GDPR-compliant.
Optimise
Monitoring & governance.
Target groups
For which teams & industries?
The Service Assistant is tailored to service-intensive areas – from the call centre to public administration.
Service & support
- Service centres & call centres
- Customer service & support
- IT service & helpdesk
- Complaint management
Industries
- Retail & e-commerce
- Industry & software
- Banks & insurers
- Energy & telecommunications
Public & institutions
- Public administration
- Universities & education
- Security & authorities
- Cooperatives & associations
More workers
Related digital workers
Frequently asked questions
The most common questions about the Service Assistant.
What does the Service Assistant do exactly?
The Service Assistant answers customer enquiries across all channels, handles and prioritises tickets, manages complaints and returns, provides solutions from the knowledge base and escalates cleanly.
How high is the automation level of the Service Assistant?
For the Service Assistant's typical tasks, around 68 % automation is achievable – we determine the exact figure from your job profile.
Which channels does the Service Assistant support?
The Service Assistant works omnichannel: emails, letters, chats and messaging come together centrally – including images, messages, videos and documents.
Can the Service Assistant integrate with ticketing, helpdesk and CRM?
Yes. The Service Assistant connects seamlessly to existing systems such as ticketing, helpdesk, CRM and ERP via open standards, APIs and connectors.
How does the Service Assistant support complaint and returns management?
The Service Assistant takes over complaint and returns management: cases are automatically assigned, assessed and processed – across all channels.
Does the Service Assistant help meet SLAs?
Yes. Deadlines and service levels are monitored and escalations triggered automatically – so SLAs are met reliably.
Is the Service Assistant GDPR-compliant?
Yes. The Service Assistant is GDPR-compliant, AI-neutral and fully auditable (BPMN 2.0). It runs either as a high-security SaaS cloud or on-premise in your own data centre.
Is case processing audit-proof?
Yes. Enquiries and cases are documented in an audit-proof way and can be traced end to end – based on the open standard BPMN 2.0.