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By integrating OpenAI, Serviceware combines human service agents as a point of contact for more complex customer requests with artificial intelligence.
Serviceware is proud to be leading the research and development of artificial intelligence for service processes and financial planning. The dedicated team at our AI innovation lab works in close cooperation with the Technical University (TU) Darmstadt where esteemed Professor Dr. Peter Buxmann, Chair of Business Informatics at TU Darmstadt, researches the impact of artificial intelligence on business and the economy.
The introduction of ChatGPT has given another huge impulse to the use of generative AI, particularly in customer service management. Today we feed our processes with AI-boosted and AI-optimized data. In the next evolutionary step we will see AI helping to design fully automated workflows for real customer requirements in order to improve service excellence.
Every algorithm, even the most intelligent, relies on data. Whether it exists in distributed databases, whether structured or unstructured: in the age of AI data must exist.
Our decades-long experience building software, working with clients and developing models has provided us with terabytes of data points to train our software. Serviceware software solutions, and in turn our customers, continue to benefit from the accumulative effect of this learning. Processes become smarter, clients win.
The Serviceware Enterprise Service Management platform learns from and works with:
Workflow and process data
Service ticket data
Service catalog allocations
Financial planning data
Knowledge content and data
Flexibly leveraging these data in real time, driven by the best programmed and trained algorithms which are language- and sentiment-aware: That’s the Serviceware AI advantage.
"Anyone and everyone can use ChatGPT today and enter prompts, similar to Google. In the end, though, it always comes down to the right data, because without accurate data, even the best algorithms are helpless."
Professor Dr. Peter Buxmann
Chair of Business Informatics, TU Darmstadt
Dr. Adrian Engelbrecht and Professor Dr. Peter Buxmann
“AI will impact workplaces and by extension service processes more and more in the future. The use of AI will significantly contribute to global growth effects. During this development, the synergy between science, industry, and politics is paramount, and our cooperation with Serviceware fits perfectly into this framework.”
Professor Dr. Hans Jürgen Prömel
Former President, Technical University Darmstadt
Generative AI combines unstructured information from diverse data sources to generate context-specific and personalized information and workflows for both service consumers and service managers. Machine learning enhances planning capabilities by providing predictive modeling, scenario-based planning, control, and validation processes. Today, numerous AI applications are actively used by many of our Serviceware Platform customers:
AI supports you to easily create and run fully automated or hybrid chatbot solutions for your customers and employees using Natural Language Processing (NLP).
AI helps build and optimize your knowledge base by creating content, consolidating, integrating and merging articles.
AI steers the evaluation and allocation of service requests through keyword and sentiment analysis.
AI answers queries in natural language based on valid information from the knowledge database.
Machine learning introduces a new flexibility to your financial business planning and forecasting with scenario-based modeling.
Machine learning helps you to project the profitability of your IT service portfolio when considering changes to your service catalog.
"Generative AI and machine learning are the key transformational factors in Enterprise Service Management in general and in Customer Service Management in particular. We recognized this early on and consequently introduced our AI innovation lab. Today, we offer pioneering AI solutions via the Serviceware platform that bring measurable customer benefits."
Dirk K. Martin
CEO, Serviceware SE