Serviceware SE wins leading Austrian energy company as a new customer thanks to AI-supported knowledge management solution

Idstein Serviceware SE ("Serviceware", ISIN DE000A2G8X31) is once again demonstrating its expertise in the field of Artificial Intelligence (AI) with another new high-calibre customer win. A leading Austrian company from the energy sector has decided in favour of using the Serviceware platform with the Serviceware Knowledge module. Serviceware Knowledge includes numerous tools and features with Artificial Intelligence (AI). AI analyses customer enquiries as soon as they are entered on the energy company's website and provides the right answers in a matter of seconds, significantly reducing customer service efforts and service costs and improving the customer experience. The SaaS contract with a significant six-figure revenue volume was initially concluded for a term of three years.

With this software solution for knowledge management from Serviceware, service employees can, in principle, access the entire and bundled knowledge base of their company in a central database. This means that standardised and consistent information is always available to them for answering customer enquiries across different channels. Customer enquiries can thus be answered comprehensively, quickly and to a consistently high standard. Service employees are also supported in answering customer enquiries by the AI tool ChatGPT, which is integrated into Serviceware's ESM platform. The content of the knowledge database is continuously checked and updated by an AI. In this way, duplicate or outdated information is eliminated. This increases the quality of the content so that service employees have the right answers quickly, while waiting times for telephone enquiries are significantly reduced and the response rate is increased on all channels.

Dirk Martin, CEO at Serviceware: "With the Serviceware Platform and the Knowledge module, the customer can access a knowledge database instead of having to collate information from different systems as was previously the case. AI also ensures that some enquiries are not even sent to customer service because they are already answered on the website. This allows companies to use resources efficiently, answer customer enquiries much faster, optimise communication processes and reduce costs at the same time. This leads to a measurable win-win situation for the company and its end customers at the same time."