Success Story
AI in Customer Service: How DenkBox Relieves Support by the Workload of One Full-Time Role
With DenkBox, a five-person service team automates ticket handling, uses existing knowledge more efficiently, and significantly reduces response times.
From support tool to central knowledge system
DenkBox is not just an automation tool. It acts as a central knowledge system that intelligently connects existing company know-how and makes it available at any time. In customer service, this creates a clear competitive advantage: faster response times, lower costs, and consistently high service quality.
Starting Point
Rising ticket volumes with limited capacity
A medium-sized value-added distributor from southern Germany, specializing in technical products and custom customer solutions, faced a growing challenge in customer service: increasing support requests with limited staffing capacity.
The five-person service team processed tickets every day. Many requests were similar, but each still had to be reviewed and answered individually. The result was high workload, long processing times, and valuable time spent on repetitive tasks instead of complex customer cases.
Solution
DenkBox connects the ticket system with company knowledge
With the introduction of DenkBox, this process was fundamentally transformed. The local AI appliance is connected to the existing ticket system through an interface and automatically accesses the company's existing knowledge whenever a new ticket arrives.
This includes historical support tickets, documented solution paths, internal knowledge bases, and previous customer communication. DenkBox is connected exclusively to the company's local network, so customer requests and sensitive data are processed only on-site on the DenkBox.
Workflow
Identify similar cases and prepare responses
Within seconds, DenkBox analyzes whether similar or identical requests have occurred before. Based on this, the system suggests concrete solution approaches to the service employee, including relevant background information and proven procedures.
If desired, the AI also creates suitable, professionally worded response drafts for the customer.
Outcome
Faster support with consistently high quality
The result is a much more efficient support process: requests are handled faster, response quality improves through consistent use of existing knowledge, and the team is noticeably relieved.
Most importantly, automation and intelligent assistance increased efficiency so significantly that the company was able to compensate for the workload of an entire team member without sacrificing service quality or customer satisfaction.
“We used to spend a lot of time searching old tickets or rewriting answers from scratch. Today, DenkBox gives us the right solutions in seconds, including ready-to-use response drafts. It has made our support not only faster, but also much more structured.”
Relieve customer service with local AI
Talk to us about how DenkBox can speed up your support processes and make your existing knowledge easier to use.