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The way people shop online is changing rapidly. More and more users are no longer asking their questions to traditional search engines, but directly to systems such as ChatGPT, Google Gemini or Perplexity. And they often no longer provide a list of links, but a single, summarized answer.

Many companies go through a similar development as they grow: increasing order numbers, growing customer expectations – and an ever-increasing volume of inquiries. This is when it becomes clear that familiar processes are reaching their limits. The key question is: how can efficient customer service be guaranteed without overloading the team?