Salesupply Launches Renewed Customer Service Solution: Hybrid AI Customer Service
Hybrid AI combines AI automation with customer service agents to lower costs without compromising the customer experience.
Salesupply today announces the launch of its fully renewed customer service offering for e-commerce: Hybrid AI Customer Service. The solution combines the speed, scalability and cost efficiency of AI with the quality control, empathy and commercial insight of native customer service agents.
The renewed offering has been developed for e-commerce companies facing a familiar challenge: lowering customer service costs without harming the customer experience. In recent years, many companies have experimented with full AI automation, but customer service has proven to be a domain where nuance, escalation and human judgement are of great importance.
Salesupply's hybrid model offers e-commerce companies a practical alternative: AI takes care of the repetitive, high-volume work – such as WISMO questions and FAQs – while trained agents are brought in when the customer experience calls for human insight.
"AI has enormous potential in customer service, provided it is applied in the right way," says Hans Siebum, Managing Director at Salesupply. "Customers don't want to get stuck in a frustrating AI loop. They want to receive the right solution quickly, every time they get in touch. Our Hybrid AI Customer Service model deploys AI where it delivers speed and efficiency, and people where trust, nuance and empathy matter most."
Salesupply's Hybrid AI Customer Service works across all major customer service channels, including email, WhatsApp, chat, social media and phone. AI supports the process by classifying incoming questions, summarising cases, preparing answers, drafting full responses and independently handling simple, repetitive customer requests. Native agents review, send, escalate or seamlessly take over the contact, depending on the complexity and sensitivity of the question. Phone support remains fully human.
From €0.95 per resolved contact
The specific hybrid approach enables e-commerce companies to move away from traditional customer service models based on hours, seats or fixed capacity. Instead, Salesupply offers transparent pricing per resolved contact, including token and infrastructure costs. The result is a scalable service model that easily grows with demand, including during seasonal peaks or international expansion.
Trained and live within a few weeks
Most AI customer service projects fail during implementation. Salesupply's rollout is designed to prevent exactly that. The Hybrid AI Customer Service model is implemented in phases:
- In the first two weeks, AI runs along in 'shadow mode' while agents continue to handle customer contacts. This way the AI is tested without any direct impact on the customer.
- Within a month, AI-generated draft answers can be reviewed and sent by agents.
- Within two months, selected categories, such as WISMO questions, FAQs and returns, can be automated where appropriate.
"For e-commerce companies, the question is no longer whether AI belongs in customer service," adds Hans Siebum. "The real question is where AI should act independently, where AI should support agents and where a human should always take over. That is exactly what our hybrid model was developed for."
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