Function
Customer Service
& Operations
Classify inquiries, answer standard cases, update master data,
manage complaints, meet SLAs: customer service is the function where automation directly
impacts customer satisfaction, churn rate, and NPS. Every minute of faster response counts.
The Reality in Customer Service
Customers wait and your best people answer the same questions over and over
Customer service is supposed to delight and retain customers. Instead, it drowns in standard inquiries that make up 55–65% of volume and are each processed manually.
10,000 inquiries per month, all in the same inbox
Email, phone, portal, mail: everything lands somewhere. No classification, no prioritization. Urgent complaints wait alongside address changes in the same queue. First response: 5 days.
Standard inquiries consume all capacity
Address change, account statement, payment status, tariff inquiry: 55–65% of all inquiries are standard. But each is processed manually: read email, open system, check data, write response. 8–15 minutes per case.
Complaints get lost
Hidden among 10,000 standard inquiries are 800 complaints: the most important cases. But without sentiment analysis and prioritization, they’re treated like everything else. Escalation by chance, not by urgency.
SLAs promised, but not measured
24h first response is in the contract, but reality is 5 days. No real-time dashboard, no automatic escalation on SLA breach. Management learns about problems through customer complaints, not reports.
Trusted by over 120 companies worldwide
Use Cases for Customer Service
What We Automate in Service & Operations
From inquiry receipt to resolution. Multi-channel, AI-powered, with human escalation where it matters.
Multi-Channel Classification
Email, mail, portal, chat: every inquiry automatically classified, prioritized, and routed. Sentiment analysis identifies frustrated customers instantly. Complaints are prioritized, standard cases auto-assigned.
Automated Standard Responses
Address changes, account statements, payment status, tariff inquiries: the AI agent answers standard inquiries automatically. With real data from the customer system, not generic boilerplate text.
Intelligent Complaint Management
Complaints automatically detected (NLP + sentiment), categorized, prioritized, and escalated to the right agent. Resolution suggestions prepared. Deadline monitoring built in. No complaint case gets lost.
SLA Monitoring & Escalation
Real-time dashboard for all open cases. Automatic escalation on approaching SLA breach. Prioritization engine sorts queue by urgency, customer value, and complaint risk.
Customer Communication Agent
The AI agent handles incoming customer inquiries end-to-end: understands context, pulls data from CRM and ERP, drafts the response, has a human review if needed and sends. Learns continuously via feedback loop.
What our clients achieve.
39-day turnaround in order management. Significant backlog in the residential segment. 150 customer service staff tied up with manual data entry across four IT systems. Rising customer complaints about long processing times.
Built an RPA Competence Centre with UiPath and Lunatec. Scaled from 5 to 75+ automated processes in four years. Internal developers trained through a structured 4-phase programme. Works council agreement secured for long-term adoption.
Compliance & Consumer Protection
Automated responses, but rule-compliant
Customer communication is subject to data protection, industry regulation, and internal service standards. Our automation follows all rules – automatically, not optionally.
GDPR
Financial Regulator
Sector Regulator
Consumer Law
AI Act
Why Lunatec for Customer Service
We automate the volume, so your people can handle the exceptions
Multi-Channel
One process for all channels
Email, mail, portal, chat, phone transcript — we build a single classification and routing engine for all channels. No silos, no duplicate effort, one truth.
NLP & Sentiment
We understand not just the text — but the mood
Our NLP engine identifies frustrated customers, urgent matters, and escalation-worthy cases, before a human even reads the inquiry. Complaints are prioritized, not randomly discovered.
Human + Machine
Automatisch wo möglich, menschlich wo nötig
Standard inquiries automatic. Complaints with resolution suggestions to the right agent. Escalation to team lead on SLA risk. The human decides, the machine prepares.
Measurable
NPS, SLA, CSAT — all in real time
No customer service without a dashboard. We deliver real-time KPIs for first response time, SLA compliance, automation rate, complaint rate, and NPS. Management sees immediately what’s working.
Technology for Customer Service
The right technology for your service IT
some Systems we integrate with
Proud Diamond-Partner of UiPath
Ready?
Your production runs.
Does everything around it?
Let’s look together in 30 minutes at which processes around your production have the greatest automation leverage.
No sales pitch. Just an honest assessment.
120+ Clients. 100% Satisfaction. 7 months to Profitability.
WHAT YOU GET IN THE DISCOVERY CALL
Identify your best use cases
Based on your industry and process landscape
Calculate concrete ROI
In Euros, FTE equivalents and time savings
Show examples from your industry
Real results of comparable companies
Define timeline and next steps
Concrete roadmap, no vague promises