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.

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Activation of Dark Processing

The dark processing is activated in the AI Customization area. 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 carried out by an AI agent with ERP data comparison.
  • Unclear cases are passed on to an employee.

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Confidence Level for Dark Processing

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:
  • Maximum: Sender’s email/postal address matches ERP data.
  • Very high: Customer provides correct combination of customer and contract number.
  • High: Customer provides correct customer/contract number and the last name 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 verify sender’s email/postal address.

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Release Types in Dark Processing

There are two ways to release business processes in dark processing: 1. Dark Processing with Release In 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 Release In 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.

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Time Offset for Dark Processing

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.

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Nomination of the AI Bot

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.

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Conclusion

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.