Proof

Proof customer service: what an AI agent does in operation.

Published 13 Nov 2026Fact-checked 14 Nov · 2 of 24 facts confirmed against the original source, 5 only internal, 14 on site

FRED weekly report from live operation (automation digest, internal), report week up to the cut-off date

FRED, an AI agent in customer service: channels, real tasks, handover to people and rounded figures from the weekly report of live operation.

85%
of conversations without a handover to the teamPeriod: weekly report 2–8 Nov 2026: around 800
conversations in 30 daysPeriod: the 30 days up to 8 Nov 2026: 24% → 18%
of rejections due to missing documents: before the reminder and in OctoberAs of: 8 Nov 2026

Source: own measurement · As of: 8 Nov 2026

See the proof

Proof customer service: what an AI agent does in operation

of conversations without a handover to the team:

Tap to see the check

How this fact was checked

85%

Source: own measurement
Source date: 8 Nov 2026
Checked: 13 Nov 2026
Re-checked by: 8 Feb 2027

Example viewValue and check status from the fact register of this page

Starting point

FRED, AI agent in customer service for a mobility provider in Germany: that is how we describe him, without naming the company. FRED answers customer requests about their contract and their vehicle. He has been in operation since 2025 and works on several channels:

What the AI does

FRED is meant to resolve cases, not just answer questions. For that he has more than 30 tools with which he looks things up in the company’s systems and carries out steps. Shown in operation are, among others: contract information, document status, delivery status, contract mileage, invoices and payment link, sending invoices by email, resending booking confirmations, changing the payment method (via link), cancellation requests with approval by the team, vehicle search. For further steps the company still lacks interfaces; until then, FRED prepares these cases for the team.

What a person checks

FRED does not work alone. If he cannot resolve a case reliably, he asks up to three times. After that he hands over to the team by fixed rules, likewise when the customer asks for a person, when an action is needed that FRED may not carry out, or when a defined emergency occurs. How the handover works depends on the channel: on WhatsApp, FRED creates a case with a summary in the team’s system so the customer does not have to repeat anything. In the website chat he cannot pass anything on and refers to WhatsApp or email. On the phone, simply asking for a member of staff is not enough; FRED needs a concern for that. Some cases deliberately go on without a ticket, such as questions before a booking. FRED only confirms a handover to the customer once the ticket has really been created.

Sensitive steps need approval: FRED takes down a cancellation request, the team has to decide. For the email channel there is a documented internal review.

more than 30

As of: 29 Oct 2026

What came out of it

FRED handles 85% of conversations without handing over to the team. Counted are the conversations in the website chat, on WhatsApp and Telegram. The weekly report records how many of them FRED handed over to the team. For the week 2–8 Nov 2026 and for the 30 days up to 8 Nov 2026, this gives the same value.

Frequently asked questions.

How many requests does the AI agent handle without people?

In the website chat, on WhatsApp and Telegram, FRED handles 85% of conversations without handing over to the team (weekly report 2–8 Nov 2026). Whether the case was also resolved is not measured by this figure. Phone and email are not included.

Can the figures be transferred to my company?

Not directly. The figures come from a customer's operation with its requests and rules. Which tasks an agent can handle for you is something we clarify in the first call.

Which channels does FRED work on?

On WhatsApp, in the website chat, on the phone and in email support. In email support he writes replies that, depending on the case, he sends himself or the team sends.

What happens when FRED gets stuck?

He asks follow-up questions and then hands over to the team according to the channel's rules, with a summary of the case. If a customer asks for a person, FRED creates a case for the team on WhatsApp; in the website chat he refers to WhatsApp or email, and on the phone he first needs the concern. More on the page Hand-over to people.

Do customers know they are writing to an AI?

Yes. FRED says on every channel that he is an AI. The EU AI Act requires this, unless it is obvious from the circumstances. More under Tone and trust.

Do you name the company?

No. We do not name the customer. The figures on this page still come from live operation, with period and source.

How is your website doing?

The check is free and without obligation. You get the report by email.

Request the website check or ask for a first call

Sources.

FRED weekly report from live operation (automation digest, internal), report week up to the cut-off dateOwn source · As of 8 Nov 2026
Regulation (EU) 2024/1689 (Artificial Intelligence Act, AI Act), Art. 50 – EUR-LexVendor / primary · As of 13 Nov 2026

Sources as written

FRED weekly report from live operation (automation digest), week 2–8 Nov 2026 (internal analysis, explained on request)
EU Artificial Intelligence Act, Art. 50 (duty to inform people about an AI): eur-lex.europa.eu