Serviceware SE continues to push its activities for the integration of Artificial Intelligence (AI) into digital service processes, which it has consistently implemented since its IPO. From now on, the OpenAI (ChatGPT) solution is part of the unique, modular ESM platform of Serviceware. By integrating OpenAI, Serviceware combines human service agents as a point of contact for more complex customer requests with Artificial Intelligence.

In doing so, Serviceware integrates OpenAI in such a way that only the platform's own knowledge pool is used for service on complex matters, thus ensuring the highest quality standards. At the same time, the improper use of data worthy of protection can be ruled out in this way, as there is no uncontrolled access to external sources of information which are, for instance, the potential intellectual property of third parties. With the new AI module, Serviceware addresses the area between a fully automated processing of requests, as is possible with the Serviceware Solution Bot, and individual service management by human service agents.

Serviceware customers can purchase the additional AI module in a package solution which includes another three AI modules and enables, for example, the automated classification of customer requests. The result is a further increased degree of automation of digital service processes, while at the same time providing high solution quality and an optimal degree of individualisation of service management.