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LinkThat achieved a first breakthrough in the use of neural networks to facilitate contact center tasks. Following a comprehensive method research and testing of different approaches, the first support projects now benefit from automated processes. This is made possible by intelligent algorithms, which can learn from existing work steps and can then make decisions on their own - "reinforcement learning".

"What began as a feasibility study in our own interest has quickly become one of our most promising research projects," says Peter Kugler, CEO of LinkThat. "In this first stage, our algorithm presents suitable work steps to an agent, and opens corresponding tabs and tools. Data can be copied into forms automatically or stored in a temporary clipboard. Both methods ensure a significant time saving".

The algorithm has been integrated into the software solution "LinkThat Ticketing" and has open interfaces for additional systems. The human factor is not lost as this is an important quality factor for LinkThat. The automation and suggestions still make it easier for agents to comply with often critical time limits. In the first test runs service times could be shortened by up to 50 percent.

"Close cooperation with experts in the field of science has opened up new perspectives for our developers. This way we were able to find the ideal number of neural cells and abstraction levels per project. On the other hand, specialists from our customers helped us find the right weightings and formulas for the most promising results", says Harald Kerschhofer, software designer at LinkThat.

LinkThat's success is based on several factors: The expertise for developing individual software solutions has been the core business of LinkThat for over ten years. Proximity to customers and comprehensive knowledge of their entire contact center landscape are just as essential. Finally, the project was achieved only through the trust in LinkThat, since Big Data of real life service projects is needed for implementing the neural algorithms. The service is scheduled to be released at additional customers this year and is offered as on-premise solution and from the cloud.
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