20. July 2026 1 min reading time

AI assistants are transforming customer service – not for customers, but for staff

When people talk about artificial intelligence (AI) in contact centres, many immediately think of chatbots or voicebots. But the real revolution is taking place somewhere else entirely: namely, right at the service staff’s workstations.

The AI assistant: the key to more efficient customer service

Customer service staff often work simultaneously with:

CRM systems
knowledge bases
Product documentation
Ticket systems
ERP solutions
Internal guidelines

The problem is rarely a lack of knowledge. The challenge lies in finding the right information within the organisation in a matter of seconds. This is precisely where modern AI assistants really come into their own.

The AI assistant works with

Solutions such as Cisco Webex CC, Microsoft Copilot, CANCOM Assistant or similar AI assistants support staff throughout the entire customer conversation. They listen in, understand the context of the conversation and provide support exactly where information is needed. For example, through:

Live summaries
Suggested responses
automatic research
Displaying relevant knowledge articles
Reminders regarding compliance requirements
Automatic call recording
Creation of follow-ups

Staff continue to make their own decisions. The AI simply provides the appropriate support.

Of course, these solutions save time, but the real benefit lies in the quality. New staff members find their feet more quickly, whilst experienced staff can access up-to-date expertise straight away. Customers benefit from consistent information, and companies achieve a higher first-contact resolution rate.

Using an AI assistant for internal knowledge management

It becomes particularly exciting when AI assistants not only search through documents but also link a wide variety of business systems together. Instead of opening five applications, staff simply ask a question: “What is this customer’s contract term?” or “Which products does the customer already own?” The AI assistant provides the answer within a few seconds. This fundamentally changes day-to-day work in customer service.

Despite AI assistants, people remain the most important factor

In the age of AI in particular, it becomes clear which skills cannot be automated:

Empathy
Negotiation skills
Trust
Situational awareness

That is why AI should not be seen as a replacement for staff, but rather as an intelligent assistance system. An AI assistant handles the information-gathering tasks, whilst humans take responsibility.

Conclusion: The most exciting development in the contact centre is not the voicebot. It is the AI assistant for staff.

The AI assistant reduces search times, automates documentation, improves the quality of conversations and makes knowledge available at all times. The best customer services of the future will therefore not be fully automated. They will consist of excellent staff – supported by excellent AI.