Dark processing allows for fully automatic processing of customer concerns by AI agents without human interaction. Defined business processes are thus processed efficiently and on point, thereby reducing processing times, freeing up resources in customer service, and significantly increasing customer satisfaction.
The confidence level ensures that requests are processed with the necessary reliability. The higher the determined level, the more certain the identification of the customer and the matching of the request with the defined rules must be before automatic processing takes place.Available options:
There are two ways to release business processes in dark processing:1. Dark Processing with ReleaseIn this case, customer concerns and business incidents are automated only after a previous, manual release. Dark processing only takes place after a positive check.
In this ticket, the customer was clearly identified, his concern was marked as capable of being processed automatically, and will be resolved conclusively without further interaction after manual check via click on “Process now”.2. Dark Processing without ReleaseIn this variant, customer concerns and business incidents are immediately and automatically processed without further release. This provides the highest degree of automation, but requires precise configuration to avoid misdeclarations.
AI agents chosen for dark processing without release will automatically be removed from the list of processes with release.
An optional time offset can be used if tickets should only be processed after a defined waiting period. If this function is activated, the ticket is automatically processed only after the set hours have expired.For a time offset of, for example, 8 hours, working hours, weekends, and holidays are taken into account according to the SLA setting.
For transparent communication, the name of the AI bot active in dark processing can be individually defined. This name is used, for example, in emails or signatures to mark automated responses.
Dark processing offers a powerful way to handle customer concerns efficiently and automatically. By flexibly configuring the types of release and security levels, the 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.