Handling customer inquiries efficiently is a growing challenge for DSOs. At Netz NÖ, the traditional process of managing emails had become time-consuming and inconsistent, leading to backlogs and pressure on service teams. To improve responsiveness and relieve staff, the company introduced an AI-assisted e-mail channel, the first AI-supported customer contact tool within its operations.
The system uses artificial intelligence to categorise, prioritise, and route incoming messages while drawing contextual information from a knowledge management database. It provides suggested replies for validation and automatically responds to straightforward inquiries, currently handling 5–8% of messages without human intervention. Efficiency among agents has already improved by 15–25%, with high employee acceptance thanks to its intuitive interface. The next step will combine AI with robotic process automation to extract and process data directly from documents and emails, further enhancing speed and accuracy.
