Enneo’s AI agents are specialized in automating standard processes in customer service. They handle recurring requests independently, allowing employees to focus on more complex tasks. The AI agents are based on predefined processes, but can be adapted to company-specific requirements - across all channels.

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Various Applications

By default, Enneo provides twelve specialized AI agents that operate across all channels. These include:

  • Installment Agent: Supports customers in managing and adjusting their instalments.

  • Basic Agent: Performs basic tasks and forwards complex queries.

  • Banking Detail Agent: Assists customers in updating their bank details.

  • Due Date Agent: Provides information on due dates and updates payment targets.

  • Credit Balance Agent: Assists in managing credits and their offsetting.

  • Termination Agent: Helps with contract terminations and next steps.

  • Direct Debit Revocation Agent: Revokes a SEPA direct debit mandate at the customer’s request.

  • Master Data Agent: Assists customers in changing their master data.

  • Tariff Advisory Agent: Advises customers who are willing to switch tariffs.

  • Switch Agent: Assists customers during the switching process.

  • Advertising Consent Agent: Helps manage marketing queries and opt-ins.

  • Revocation Agent: Assists in revoking contracts and answers related questions.

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Two Types of AI Agents

Enneo offers two flexible approaches to optimally adapt automation to the needs of customer service:

1. Smart AI Agents: These AI agents work independently and make decisions based on existing data, previous requests, and the respective context. They are constantly learning and adapting to new requirements. No technical knowledge is required for the setup and use of smart AI agents. The setup is done through natural language, is simple and user-friendly, so that even people without IT experience can easily control the automation process.

2. Rule-based AI Agents: These AI agents operate according to strictly defined rules and workflows tailored precisely to the respective processes. They offer maximum control and flexibility since each step can be accurately defined. This solution is particularly suitable for clearly structured tasks and deterministic processes. However, the setup requires a bit more time and technical understanding to optimally design the workflows.

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Key Benefits

The use of AI agents offers several advantages:

  • Efficiency Increase: Repetitive tasks are automated, significantly shortening processing time.

  • Employee Relief: Service teams can concentrate on more challenging tasks.

  • Better Customer Experience: Inquiries are processed faster and more accurately - around the clock.

  • Easy Adjustment: AI agents can be expanded with company-specific content and individually configured.

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Conclusion

With Enneo’s AI agents, customer service can be made more efficient, flexible, and customer-oriented. Whether it’s a smart or rule-based agent, the appropriate solution can be implemented as needed and continuously developed.