Dark processing enables a fully automatic processing of customer concerns by AI agents without human interaction. Thus, defined business processes are handled efficiently and on time, which reduces processing times, frees up resources in customer service and significantly increases customer satisfaction.

​
Activation of Dark Processing

Dark processing is activated in the AI customization section. The following basic principles apply:
  • The customer must be clearly identified (sender address matches ERP data).
  • AI agents process customer concerns automatically and conclusively according to defined rules.
  • The verification is performed by an AI agent with an ERP data check.
  • Unclear cases are forwarded to an employee.

​
Confidence Level for Dark Processing

The confidence level ensures that requests are handled with the necessary reliability. The higher the set level, the more certain the identification of the customer and the compliance of the request with the defined rules must be before an automatic processing takes place. Available options:
  • Maximum: Customer’s sender-email/postal address matches ERP data.
  • Very high: Customer provides correct combination of customer and contract number.
  • High: Customer mentions correct customer/contract number and the surname stored in the ERP system (recommended setting).
  • Medium: If no email address is stored in the ERP system, all sender addresses are accepted.
  • None: Do not check sender’s email/postal address.

​
Release Types in Dark Processing

There are two ways to authorize business processes in dark processing: 1. Dark Processing with Release Here, customer inquiries and business incidents are processed automatically only after a prior manual release. Dark processing takes place only after a positive check.
In this ticket, the customer has been clearly identified, their concerns marked as automation feasible, and it will be processed with no further interaction once manual verification is confirmed by clicking on “Process Now”. 2. Dark Processing without Release In this variant, customer inquiries and business incidents are processed automatically and immediately without further approval. This offers the highest level of automation, but requires precise configuration to avoid misdeclarations.
AI agents selected for dark processing without release are automatically removed from the list of processes requiring approval.

​
Time Offset for Dark Processing

An optional time offset can be used if tickets are to be processed only after a defined waiting period. If this function is activated, the ticket will only be processed automatically once the specified hours have elapsed. For a time offset of, for example, 8 hours, working hours, weekends, and public holidays will be considered according to the SLA settings.

​
Naming the AI bot

For transparent communication, the name of the AI bot active in the dark processing can be individually defined. This name is used, for example, in emails or signatures to mark automated responses.

​
Conclusion

Dark processing offers a powerful opportunity to process customer concerns efficiently and automatically. By flexibly configuring the types of release and security levels, automation can be optimally adapted to the specific requirements of the company. This leads to a noticeable relief of customer service and improved processing speed.