AI takes on the role of a digital assistant—for example, with VIER Copilot —by:

• Pre-qualification: Customer data and concerns are gathered before the case is handed over to employees.

• Real-time information: During the conversation, the AI provides relevant information, product details, or potential solutions.

• Recommendations for action: The AI recognizes user intent and suggests next steps.

• Automatic transcription & summarization: Conversations are documented without requiring employees to take notes.

This reduces the workload on your employees without taking control away from them.

Result:

• Employees gain time to focus on actually solving problems and view the AI more as a colleague than as a competitor.

The third stage is the full automation of processes. Here, AI not only provides support but also performs tasks independently, such as:

• Password resets or status inquiries

• Sending invoices or contract documents

• Creating tickets and forwarding them to the appropriate department

• Integration with CRM or ERP systems for end-to-end processes

For this to succeed, close integration with third-party systems and clear rules are required. You can create such autonomous AI agents using VIER AI Studio, for example.

Prerequisite:

Full automation doesn’t happen on its own—it builds on the insights and experience gained from the first two stages.