No "AI revolution". No chatbot that leaves the customer worse off than before. AI in Debesis does four specific things: it classifies incoming requests, drafts replies, runs a voicebot and reads the mood of a conversation.
Each one is separate — you switch on only what you need.
Each of the four is a separate module you turn on when you want it. Nothing is forced on the team, and each one takes work out of a specific stage of the process.
A language model reads the request — an email, a form, a call transcript — and assigns a category, a priority and a suggested reply. It works in Polish, on your company's own data.
The model offers two or three versions of a reply, based on past tickets, the knowledge base and the tone of the conversation. The agent edits, accepts or discards them — the control stays with the person.
The voicebot answers the call, works out what it is about and passes it to the right agent with the context attached, so the caller isn't left holding while somebody looks up their details.
The model reads the tone of a message — frustrated, satisfied, neutral — and tickets from upset customers get a higher priority, an escalation to a manager and an alert.
The hype around AI for customer service teams promises a revolution, but in practice only a handful of cases earn their place. These four are the ones we build into Debesis, and each of them takes real work off the team.
AI in customer service does not replace agents; it helps them work faster. It classifies requests, drafts replies, runs the first line on the phone and reads sentiment. The decisions stay with people.
A voicebot is worth having in three situations: when most calls ask the same repeatable questions, such as an order status or opening hours; when people call outside working hours; and when the first line is overloaded and the queue is long.
The Debesis voicebot does not pretend to be a person — it says it is a digital assistant at the start of the call, so the caller knows what they are dealing with. If the matter is complicated, it hands over to an agent with the whole conversation attached.
Debesis processes data in a Polish data centre, in line with the GDPR. For sectors where this matters most — healthcare, finance and public administration — we agree before the rollout which models may see the data and under what terms.
Callers are always told when they are speaking to an AI, as the AI Act requires. Decisions that affect a customer — rejecting a claim, for instance — have to be confirmed by a person. That is our own design policy, not just a legal minimum.