{"id":1605,"date":"2026-05-08T11:04:05","date_gmt":"2026-05-08T11:04:05","guid":{"rendered":"https:\/\/intratool.de\/ueber-uns\/blog\/our-service-remains-personal\/"},"modified":"2026-08-28T07:22:48","modified_gmt":"2026-08-28T07:22:48","slug":"our-service-remains-personal","status":"publish","type":"post","link":"https:\/\/intratool.de\/en\/ueber-uns\/blog\/our-service-remains-personal\/","title":{"rendered":"Our service remains personal!"},"content":{"rendered":"

[vc_row row_height_percent=”0″ override_padding=”yes” h_padding=”2″ top_padding=”5″ bottom_padding=”5″ overlay_alpha=”50″ gutter_size=”3″ column_width_percent=”100″ shift_y=”0″ z_index=”0″ content_parallax=”0″ uncode_shortcode_id=”292046″ row_name=”mehr”][vc_column][vc_custom_heading uncode_shortcode_id=”942073″]Customer service in transition: Why humanity matters[\/vc_custom_heading][vc_column_text uncode_shortcode_id=”204693″]An exciting change is currently taking place in customer service: In the past, it sometimes took two weeks to get a response. Now, an AI responds immediately. \ud83e\udd16<\/p>\n

That sounds great at first, but just because the answer comes quickly and automatically now doesn\u2019t mean it\u2019s of higher quality or even of equal quality.
\nAfter all, the AI\u2019s answer isn\u2019t double-checked by a human. And that\u2019s exactly what they\u2019re trying to avoid – human intervention. <\/p>\n

To provide a good answer, the AI must refer to a source – such as a knowledge base, documentation, or the code itself.
\nThe result may be accurate, but the AI may also be off the mark.<\/p>\n

The problem isn’t that this happens. The problem is when no one notices it. <\/p>\n

The customer accepts the answer because it makes sense to him, tries his luck, and ultimately fails. Does he wonder whether the AI\u2019s answer was correct? Or does he perhaps conclude that what he wants is simply not possible?
\nAfter trying it a few times, might he even come to the conclusion that the software just isn’t right for him?<\/p>\n

Or here\u2019s another example: The AI asks, \u201cAre you satisfied with the answer, or should I forward the request to a representative?\u201d and the customer says, \u201cPlease forward it,\u201d but what happens? Nothing. Or they wait the usual two weeks for a response. \ud83e\udee0<\/p>\n

Where could we use AI in our customer service? As an intelligent answering machine outside of hotline hours or when all lines are busy.
\nThe goal, however, would not be to provide a substantive answer to the question, but rather to forward the inquiry to our customer service team along with all the collected information so that one of our employees can call back. <\/p>\n

Because for us at intratool, there\u2019s no question that our service remains personal\u2014both in emails and on the phone.
\nOur service has always been one of our top priorities, and it\u2019s what we want to continue using to set ourselves apart from other companies. <\/p>\n

For quick response times, high quality, and, above all, approachability. \ud83e\udd1d\ud83c\udffc[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

AI is currently transforming customer service at many companies\u2014but quick responses don\u2019t automatically mean better solutions. In our new article, we explain why, despite modern technologies, personal support remains at the heart of what we do at intratool, and why human connection, quality, and genuine accessibility are indispensable to us. <\/p>\n","protected":false},"author":1,"featured_media":920,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[27],"tags":[],"class_list":["post-1605","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"_links":{"self":[{"href":"https:\/\/intratool.de\/en\/wp-json\/wp\/v2\/posts\/1605","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/intratool.de\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/intratool.de\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/intratool.de\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/intratool.de\/en\/wp-json\/wp\/v2\/comments?post=1605"}],"version-history":[{"count":8,"href":"https:\/\/intratool.de\/en\/wp-json\/wp\/v2\/posts\/1605\/revisions"}],"predecessor-version":[{"id":3196,"href":"https:\/\/intratool.de\/en\/wp-json\/wp\/v2\/posts\/1605\/revisions\/3196"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/intratool.de\/en\/wp-json\/wp\/v2\/media\/920"}],"wp:attachment":[{"href":"https:\/\/intratool.de\/en\/wp-json\/wp\/v2\/media?parent=1605"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/intratool.de\/en\/wp-json\/wp\/v2\/categories?post=1605"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/intratool.de\/en\/wp-json\/wp\/v2\/tags?post=1605"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}