We told you clearly before: at xYnta you always speak to a real member of staff — no chatbots, no automated replies that send you round in circles first. That principle still stands. And yet, over the coming period, we're going to try something new: an AI assistant in our live chat. Why? Because we can see that our customers' needs are changing, and because we believe things can always be done better.
Why we're testing this
More and more customers mainly want one thing: a good answer, fast. No waiting, no queue — just knowing where they stand right away. For those short, concrete questions an AI assistant is a perfect fit: it's available day and night, responds instantly and, in many cases, gets you sorted in one go.
We very much see this as a test. We want to see for ourselves what does and doesn't work well, where an AI assistant genuinely helps and where it doesn't. That's how we learn exactly how to put this technology to work for you in a reliable, sensible way.
A human is always within reach
And this may well be the most important part: you're never stuck with the AI. Would you rather speak to a member of staff? Simply ask — "I'd like to speak to someone" is enough — and you'll be back with one of our people straight away. No detours, no endless menus. Handing the conversation over to a colleague is that easy.
The AI assistant doesn't take over human contact. It handles the quick, simple questions, so that our staff have more time for the questions that really call for attention and a tailored approach.
This fits the way we work
"It can always be done better" isn't just a slogan for us — it's how we look at our services. We keep trying out new techniques and possibilities that can serve you faster and better. Sometimes something works exactly as we'd hoped; sometimes we learn it needs to be done differently. Both move us forward — and you benefit from the result.
Orbit will use AI too
This test doesn't stand on its own. In Orbit, our new control panel launching this autumn, we'll be using AI as well — to help you faster and better, and to make certain tasks simpler. Think of a clear overview of what's going on and what needs attention, and smart assistance with tasks that would otherwise be complicated or time-consuming.
Always with the same goal: the technology does the work in the background, so you can move ahead more quickly. We'll be telling you more about Orbit step by step in the period ahead.
Our course stays the same
Whether it's our live chat or Orbit — our course isn't changing. We'll keep improving, keep innovating and keep looking for ways to serve you better and faster. Human contact remains the starting point; smart technology simply helps us make that contact even more valuable.
We'll keep you posted on what we learn in the coming period. Have you already spoken to the AI assistant and would you like to tell us what you think? We'd love to hear it — your feedback helps us make this better. Feel free to get in touch.