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.
AI agents selected for dark processing without release are automatically removed from the list of processes requiring approval.