Optimization of customer service through case deflection & AI

After-Sales Management How AI Relieves Employees in Customer Service

2025-07-16 A guest contribution by Mario Matuschek* | Übersetzt von KI 4 min Reading Time

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Companies face a major challenge in customer service: support teams are often overwhelmed, while customers expect quick, precise answers. This is where case deflection comes into play – the avoidance of support tickets thanks to AI.

With AI technology in customer service, routine inquiries are answered automatically, relieving support teams and significantly improving efficiency and service quality.(Image: Andres Mejia - stock.adobe.com) — With AI technology in customer service, routine inquiries are answered automatically, relieving support teams and significantly improving efficiency and service quality.
(Image: Andres Mejia - stock.adobe.com)

Customer service employees are often overwhelmed by many, often trivial customer inquiries. Extensive documentation exists, making it possible to resolve questions without input from customer service. The problem: finding the right information in the extensive documentation is often difficult. The result is frustrated customers and a support ticket.

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