AI in customer service: best practices for the use of...

Introduction: The new era of customer service

Customer service is in a fundamental change. Customers expect not only fast, but also precise and personalized answers – and this around the clock. Here the combination of artificial intelligence and a solid [knowledge database](/services/ki knowledge database) develops its full potential.

Best Practice 1: Establish Self-Service Channel

The most common and effective application is to create an intelligent self-service portal. Customers increasingly prefer to solve problems themselves.

• Public knowledge database with FAQs and instructions

• Intelligent search with natural language processing

• Chatbot integration for interactive help

Best Practice 2: Implement Agent Wizard

The AI knowledge database is also the most powerful ally of your support staff. Agent Assist systems deliver the right information in real time.

• Contextual proposals during the interview

• **Average Handling Time reduction

• *The first-contact resolution rate *

Best Practice 3: Proactive Problem Solution

Use the knowledge database to proactively avoid problems by analyzing search queries and identifying problem clusters.

Best Practice 4: Integrate feedback loop

Implement evaluation functions and comment options to continuously improve the knowledge database.

Case study: TechGadget GmbH

A medium-sized manufacturer of smart home devices achieved through the implementation of an AI knowledge database within 12 months:

-35% support tickets -40% processing time 92% CSAT (of 75%)

Conclusion: A strategic necessity

The use of an AI knowledge database in customer service is no longer a guarantee, but a strategic necessity. Companies that manage to intelligently structure their knowledge and make it accessible to both customers and employees create a win-win situation.

---

**Find out our [KI knowledge database](/services/ki knowledge database) and how we can support your company.

Next consultation appointment →

---

Related articles

• [KI Knowledge Database 2026: The ultimate guide for...](/blog/ki knowledge database-2026-der-ultimative-leitfinger-fuer-den-d)
• [GDPR-compliant AI Knowledge Database: A Practice Guide...](/blog/dsgvo-compliant-ki-knowledge database-one Practice Guide-fuer-)
• [Vektordatenbanken & RAG: A technical insight into...](/blog/vector databases-rag-ein-technical-einblick-in-moderne-wi)