Human, hybrid, digital.

Conversations and written communication are analyzed and evaluated

• Analysis of contact reasons/topics
• Determination of customer satisfaction
• Implementation of comprehensive agent coaching
• Identification of areas for action
• Review of weaknesses in existing communication
• Error detection

Conversations and written communication are analyzed and evaluated in terms of sales potential and skills

• Sales skills and potential among employees
• Reasons for rejection and customer arguments
• Compliance with the sales strategy
• Application of objection and excuse handling / use of figurative language
• Demonstration of customer benefits and product advantages
• Cross-selling and upselling
• Evaluation of employees' closing skills
• Use of legitimate / illegitimate arguments

Conversations and written communication are analyzed and evaluated

• Verification of the correctness of orders
• Recognition of negative customer interaction
• Ensuring the completeness of conversations
• Compliance with all conversation guidelines
• Verification of arguments

For incoming and outgoing emails that are answered manually by customer service representatives, AI takes care of preparatory and follow-up tasks.

• Proofreading outgoing messages – correcting spelling and grammar
• Translating incoming and outgoing messages "on the fly"
• Topic analysis
• Formulation assistance and customer-specific drafting of responses
• QM evaluations: customer satisfaction and accuracy of responses
• Documentation in inventory management systems

Fully automated responses to simple written customer inquiries across all email and messaging channels.

Process:

• AI handles incoming messages and responds to them using existing LLM and knowledge database (Wiki). Customer service representatives can be integrated into the process either hybrid or as an approval level.
• Can be combined with the functions of AI Messaging Supporter.

As customer inquiries become increasingly complex, real-time support from AI agents in live conversations helps, for example, to resolve customer issues, identify sales potential, or provide tailored access to project knowledge.

Current approach: An AI-based support chat provides customer advisors with all the information they need directly and accurately: effective knowledge management in real time.

In training and continuing education, simulating customer conversations with trained AI takes training to a new level. Instead of just learning theory, customer advisors gain practical experience in realistic conversation situations.

• Consolidation of conversation techniques and product knowledge learned in training courses
• Targeted training for critical conversation situations
• Dealing with different types of customers
• Learning how to deal with customers in a "safe space" without impacting real customer relationships and customer satisfaction.
• Implementing interactive learning and training paths, including conducting “real” conversations
• Automated feedback for customer advisors and trainers

The KiKxxl Academy is KiKxxl's central institution for knowledge transfer.

• Support for classroom training through follow-up or repeat content
• Focus on video content in "TikTok format"
• Individual learning paths and content for all employees
• Interactive learning assessments
• Implementation of mandatory training and instruction
• Easy content creation for trainers using workplace systems
• or AI-based creation of training videos

Full and partial automation of telephone calls:

• Automatic response to customer inquiries
  • Address changes
  • Delivery status
  • Orders
  • Call centers
  • Ticket entry
  • First level support
• Conducting after-call interviews
• Lead qualification

Conversations and written communication are analyzed and evaluated

• Summary of conversations and written correspondence in the desired client format
• Automatic documentation in customer management systems
• Proposal and review of initiated follow-up processes
• Handling of follow-up work for emails/calls, e.g., through statistical recording of call reasons

Efficient management of call volumes through AI-based call control

• Personalized approach and customer authentication
• AI-based call distribution / IVR
• Prioritization of highly relevant callers and call reasons
• Intelligent callback service – with automatic preselection of callback appointments during periods of low utilization
• Automatic workload distribution based on live call data and employee/skill utilization
• Omnichannel linking