Title: Serviceware SE Integrates OpenAI (ChatGPT) into Platform to Drive Artificial Intelligence Adoption and Expansion
Serviceware SE, an industry-leading provider of software solutions for digital service processes, is pushing forward with its integration of Artificial Intelligence (AI) into its platform. The company has successfully incorporated OpenAI (ChatGPT) as part of its unique and modular ESM platform. By combining human service agents with AI capabilities, Serviceware aims to enhance customer service experience and address more complex customer queries effectively.
With the integration of OpenAI, Serviceware ensures that only its own knowledge pool is utilized, guaranteeing the highest quality standards while safeguarding against improper use of sensitive data. By avoiding uncontrolled access to external sources, including potential intellectual property of third parties, Serviceware prioritizes data protection and compliance.
The introduction of the AI module by Serviceware bridges the gap between fully automated request processing, enabled by the Serviceware Solution Bot, and personalized service management by human agents. Customers now have the option to purchase the additional AI module, packaged with three other AI modules to automate the classification of customer requests. This results in an increased level of automation in digital service processes, ensuring optimal service quality and customization.
Dirk K. Martin, the CEO of Serviceware, emphasized the company’s recognition of AI as a game-changer in service processes. Serviceware established its own AI competence center following its IPO, forging strategic partnerships with renowned universities in the field. Numerous AI modules have been seamlessly integrated into the ESM platform, solidifying Serviceware’s position as a pioneer in this domain. This strength in AI plays a significant role in maintaining Serviceware’s excellent market position and attracting new customers globally.
Serviceware, a leading provider of software solutions, offers companies the means to digitize and automate service processes, ultimately enhancing service quality and managing service costs efficiently. Its comprehensive platform includes Serviceware Processes, Serviceware Financial, Serviceware Resources, Serviceware Knowledge, and Serviceware Performance. These solutions can be utilized in an integrated manner or independently, allowing for maximum flexibility. Serviceware assists its customers in strategic consulting, service strategy formulation, and the implementation of enterprise service platforms. The company also offers reliable infrastructure solutions and managed services. With over 1,000 customers worldwide, including the majority of DAX companies and the top German companies, Serviceware has cemented its position as a trusted partner. Headquartered in Idstein, Germany, Serviceware boasts a global workforce of more than 500 employees across 14 international sites.
As Serviceware successfully integrates OpenAI into its ESM platform, the company achieves another milestone in its pursuit of leveraging AI and human service agents to deliver outstanding service quality in specialized service situations. This implementation highlights the efficient and consistently superior results that can be achieved by combining AI and human expertise.
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