The Dark Processing allows a fully automatic processing of customer concerns by AI agents without human interaction. Defined business processes are thus processed efficiently and on target, reducing processing times, freeing up resources in customer service and significantly increasing customer satisfaction.
Activation of Dark Processing
Dark Processing is activated under AI customization. The following basic principles apply:
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The customer must be clearly identified (sender address matches with ERP data).
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AI agents process customer concerns automatically and case conclusively according to defined rules.
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The check is carried out by an AI agent with ERP data comparison.
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Unclear cases are forwarded to an employee.
Confidence Level for Dark Processing
The confidence level ensures that enquiries are processed with the necessary reliability. The higher the set level, the more certain the identification of the customer and the match of the enquiry with the defined rules must be before automatic processing occurs.
Available Options:
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Maximum: Sender email/postal address of the customer matches with ERP data.
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Very high: Customer provides correct combination of customer and contract number.
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High: Customer provides correct customer/contract number and the surname stored in the ERP system (recommended setting).
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Medium: If no email address is stored in the ERP system, all sender addresses are accepted.
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None: Do not check sender’s email/postal address.
Types of Release in Dark Processing
There are two ways to release business processes in the dark processing:
1. Dark Processing with Release
Here, customer concerns and business incidents are only processed automatically after a prior manual release. Dark Processing only takes place after a positive check.
In this ticket, the customer has been clearly identified, their concern has been marked as automatically processable and will be solved case conclusively without further interaction after a manual check by clicking on “Process Now”.
2. Dark Processing without Release
In this variant, customer concerns and business incidents are processed automatically and without further release immediately. This offers the highest degree of automation but requires precise configuration to avoid misdeclarations.
AI agents chosen for Dark Processing without release are automatically removed from the list of processes with release.
Time delay for Dark Processing
An optional time delay can be used in case tickets should only be processed after a defined waiting period. If this function is activated, the ticket will only be processed automatically after the set hours have elapsed.
For example, a time delay of 8 hours takes working hours, weekends and holidays into account according to the SLA setting.
Naming of the AI Bot
For transparent communication, the name of the AI bot active in the dark processing can be defined individually. This name is used, for example, in emails or signatures to mark automated responses.
Conclusion
Dark Processing offers a powerful way to efficiently and automatically process customer concerns. The flexible configuration of release types and security levels allows the automation to be optimally tailored to the specific requirements of the company. This leads to a noticeable relief of customer service and an improved processing speed.
