The software suggests, people decide.
AI assistance can support customer service advisers during calls, for example with suitable knowledge articles or draft answers. We only use it with your approval, in a verifiable way and according to rules we agree together.
This is how we introduce AI assistance responsibly.
Define the purpose
We clarify with you what the assistance should help with and what it should not. We record data, legal basis and limits in writing before the start.
Check and test
Suggestions are checked with your specialist department before use. We assess data protection and information security as part of the DPA.
Operate with control
A suggestion is only accepted if it is correct in substance. Responsibility for every piece of information lies with the person, not the software.
AI in customer service needs clear rules.
People decide
The software provides suggestions, not decisions. Every piece of information given to your customers comes from a trained person.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about AI assistance in customer service.
Question not listed? We reply within one working day.
No. AI assistance is only used if you expressly approve it. We agree the purpose, the data processed and the limits beforehand.
We decide this project by project and disclose it to you before you make a decision. Data protection, information security and your requirements are decisive. No software is used without this review.
The information is always given by an adviser who checks a suggestion and accepts or rejects it. The same quality rules therefore apply as without assistance. Sampling and error classes also cover these cases.
Not without your express consent and a clarified legal basis. We set out how data is processed in the DPA with the associated TOMs. Your data protection officer can check every step.
It can help find relevant information faster and prepare documentation. We measure how much it helps in your project using the agreed KPIs. We only quote figures once they have been measured.
