Tasks & roles: What digital AI professionals really do.
AI specialists don't fetch coffee and don't drain the coffee till...
They take over:
Automate standard cases, stabilize quality, relieve teams - with clear handovers and comprehensible documentation.
- Completion instead of information: tickets, status, deadlines, routing (depending on integration)
- Human-in-the-loop: Special cases are handed over cleanly to people
- Auditable: transcripts, KPIs, audit-proof logs
- Email specialist: separate module with 3 levels (sorting/forwarding/auto-response)
How tasks work "AI-safe"
Digital specialists work according to defined rules: They use approved content, carry out clearly defined system actions and hand over to their team in a structured manner in the event of uncertainty or special cases.
- Defined scope (what is the specialist allowed to do and what not?)
- Released knowledge base (curated/drawn content)
- System actions via interfaces (e.g. ticketing/CRM/telephony/calendar)
- Handovers incl. context/summary (human-in-the-loop)
- Operation & quality via transcripts, KPIs and logs
The most important areas of responsibility (excerpt)
A) Initial acceptance & clarification of concerns (inbound)
- Recording concerns, making enquiries, verifying data
- Solve standard cases directly or lead them into process
- Recognize and hand over special cases
- Create, categorize and prioritize tickets/procedures
- Set updates, communicate status, apply SLA/routing rules
- Handover to 2nd level incl. summary
- Query status (case, order, deadline, document - depending on system)
- Record and document data in a structured manner
- Trigger notifications/escalations (depending on setup)
- Record, qualify and coordinate appointment requests
- Confirm/postpone, trigger reminders (depending on channel)
- Handover in special cases (e.g. lack of availability)
- Qualify, follow up, schedule (based on guidelines)
- Documentation of each contact
- Handover to teams/sales/service with summary
- Q&A after trainings, workshops, e-learnings
- Step-by-step help with processes/tools
- Knowledge consolidation through structured guidance
When things get complex: Handing over to people - with context instead of chaos
Digital specialists don't "just hand over", but provide structure: concerns, context, previous steps and a summary - so that employees can take over immediately.
- Handover via ticket/process (depending on setup)
- Telephone: forwarding/transfer including a brief summary
- Rules can be defined: when to hand over, where, with what context
- Escalation behavior can be set by the customer
Mail specialist - relieve the inbox, stabilize response quality
The e-mail specialist processes incoming e-mails in a structured manner: it reads content, recognizes requests, sorts, forwards or replies automatically - depending on the level and your rules.
Note: Separate pricing in 3 levels. The appropriate level depends on the use case, risk and desired degree of automation.
Level 1: Sorting
- Read and classify emails (e.g. support, appointment, invoice, complaint)
- Prioritize and file in categories/queues
- Optional: Set tags/metadata for ticketing/CRM (per integration)
Stage 2: Forwarding (routing)
- Level 1 + forwarding to responsible teams/persons according to rules
- Optional: Create/update ticket and assign e-mail (per system)
- Transfer incl. brief summary (context for processor)
Level 3: Automatic response
- Level 2 + automatic response to standard requests based on approved content
- Clear fallback/transfer rules (human-in-the-loop) in case of uncertainty/special cases
- Traceability via transcripts/logs
Which specialist fits which job profile?
- VERA: Outbound & appointment management
- ANNA: Telephone switchboard/reception
- TIM: IT First Level
- MARION: Customer Service 1st Level
- LINA: Learning support
- CARSTEN: Field Service Disposition
- FINN: Technical Support Production
- MIRIAM: E-Commerce consulting
- DANIEL: Car dealership service reception
- MARCO: Accounting/Dunning
- E-mail specialist: Inbox automation (3 levels)
How you can measure success
- Containment/automation rate (how much is solved without humans?)
- Handover rate & handover quality (with summary)
- Accessibility / lost calls / first response time
- Costs per contact / ticket volume relief
- Quality indicators (corrections, "not knowing", escalations)
Channels: Every specialist can work anywhere
Chat, phone, messenger or email: A specialist remains consistent in terms of rules and behavior. Channels are activated depending on the use case.
Frequently asked questions
What tasks can AI really do?
Everything that is defined as a rule/process and can be secured via knowledge or integrations (e.g. ticket creation, status query, appointment process, routing). We define the scope in the demo.
What happens if the specialist does not know something?
You hand over to your team (human-in-the-loop) - via ticket or forwarding - including context and summary.
How is e-mail billed?
E-mail processing is a separate role/module with 3 price levels (sort/forward/auto-response). We will clarify details in the demo.
Ready to test your first digital specialist?
30-minute demo → Delivery usually within 48 hours. → 14-day free trial (can be canceled).