Fast-growing European bank relies on AI expertise from Serviceware

Idstein Serviceware SE ("Serviceware", ISIN DE000A2G8X31) has won one of the fastest growing banks in Central Europe as a new customer. The company will use the Serviceware ESM platform with the Serviceware Knowledge module for knowledge management. The contract has a term of at least 3 years. With Serviceware Knowledge, the new customer has a central knowledge database that provides standardized knowledge at all times and thus delivers a consistently high quality of service. The software solution comes with numerous Artificial Intelligence (AI) tools and features that support service employees in compiling knowledge quickly and efficiently. Previously, the new customer's knowledge was stored in different systems, which led to inconsistent information and longer processing times for customer enquiries. Artificial Intelligence analyses customer enquiries as they are entered and provides answers in seconds, reducing customer service efforts and saving time and service costs. Extensive self-service functions provide additional convenience.

Artificial Intelligence also supports the service agents by collating relevant information for enquiries and suggesting answers for further customer communication based on the knowledge collected in Serviceware Knowledge. Artificial Intelligence checks whether similar knowledge already exists, thus avoiding duplicate entries or linking to related entries. This further strengthens Serviceware Knowledge as a single source of truth and continuously improves the content quality of the knowledge database.

Dirk Martin, CEO at Serviceware: "Artificial Intelligence is an elementary component of our software solutions and offers numerous opportunities to optimize service processes and improve customer experiences. This project success shows once again that our strategy is working: we are focusing on the use of leading AI models in the field of service management and providing these models with reliable knowledge instead of developing our own models.”

About Serviceware

Serviceware is a leading provider of software solutions for the digitalization and automation of service processes (Enterprise Service Management), with which companies can increase their service quality and manage their service costs efficiently.

The Serviceware Platform consists of seamlessly integrated software solutions that can also be used independently of each other. Since 2018, Serviceware has been focusing on the potential of artificial intelligence in service management. Today, AI is the central innovation factor of the Serviceware Platform, which is constantly being further developed in the company's own AI competence center in cooperation with TU Darmstadt.

Serviceware partners with customers from strategic consulting through the definition of the service strategy to the implementation of the Serviceware Platform. Further components of the portfolio are safe and reliable infrastructure solutions as well as managed services.

Serviceware has more than 1,000 customers worldwide from various business sectors, including 18 DAX companies, as well as 5 of the 7 largest German companies. The head office of Serviceware is in Idstein, Germany. Serviceware employs more than 470 people at 14 international locations.

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