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Digital colleague · live at ATAG Benelux
Kim took the webchat and Ben took the support inbox, across the Netherlands and Belgium. Together they clear most of the repetitive questions on their own while taking on new work.
The digital colleague
Kim & Ben joined ATAG Benelux’s customer service team. This is the record of what they do, what they have learned, and where they go next.
The CV
The work behind the answer, told the way you would read a colleague’s record: where it started, what it solved, and the new work they earned.
Skills applied
Hover a skill to see what it does and where Kim & Ben put it to work at ATAG.
Resolves customer questions from the 140,000-article knowledge base and product documentation, in the customer’s language, without a scripted decision tree.
Reads the document behind the case — warranty papers, product manuals, order details — and pulls out what it needs to answer.
Takes the next step in the connected systems: logging the case, booking the mechanic visit, updating the record.
Knows when a person should step in, and hands over with the full conversation and context attached.
Performance
The measured figures are across Kim (chat) and Ben (email) since launch. The projected ramp models the next phase as the mechanic-visit skill scales across Benelux.
Connected systems
No re-platforming. Kim & Ben read from and write to the systems the customer service team uses every day.
Working with the colleague
“We strive to automatically handle 90% of incoming issues, so we can focus on the customers who actually need a person. Kim and Ben are crucial to that.”
Industry insight · home appliances
Warranty checks, spare-parts lookups and claim-status chasing make up most of the repetitive contact. They read from a document and end in a system action, which is exactly the work a digital colleague absorbs first.
Put one on your queue
Tell us your busiest queue. We will map it to a supervised pilot on one channel, the way Kim & Ben started at ATAG.