How one team leader turned customer care into a smarter sales engine

In this edition of our AI in Action series, we speak with Siham Rais, Customer Care Team Leader at team.blue brand Amen France, about how she built an AI-powered operational support ecosystem that is changing the way her team handles customer interactions. What started as a single AI assistant has grown, through prompt-based workflows connected to internal knowledge sources, into a set of tools that deliver structured guidance in real time, freeing agents to focus on what matters most: the customer. 

AI across team.blue 

At team.blue, AI shapes how we work, how we build, and how we serve millions of European SMBs every day. It's embedded across our ecosystem, delivering smarter experiences and simpler paths to success. 

The strongest proof of that commitment comes from the people who bring it to life in their daily work. This is one of those stories. 

The challenge: too many tools, too little consistency 

In customer care and sales operations, speed and accuracy go hand in hand. When a customer calls with a specific need, the agent has to find the right product, calculate the right compensation, and deliver a clear recommendation, often within minutes. 

For Siham Rais, Customer Care Team Leader at Amen France, the reality was that this process relied heavily on manual work and individual knowledge. Agents had to search across multiple tools, interpret complex internal rules around pricing and compensations, and structure commercial recommendations on their own during live customer interactions. 

The result was a process that was time-consuming and inconsistent. The quality of responses varied from one agent to another, and it limited their confidence when identifying sales opportunities or making recommendations. 

"Our agents had to juggle multiple systems and figure out pricing rules on the spot. The information was there, spread across different places. It slowed them down and made every interaction harder than it needed to be." 

What she built: an AI-powered operational support ecosystem 

Siham introduced AI-powered assistants using prompt-based workflows connected to internal knowledge sources. What started as a single assistant has grown into a broader ecosystem that supports her team every day. 

Agents describe the customer situation, and the AI returns structured guidance in response. Specialized AI assistants now support pricing, compensation, product configuration, knowledge retrieval, and operational guidance, each covering a different part of the process. 

Agents focus on the conversation. AI handles the operational complexity behind it. It is a growing ecosystem of assistants, powered by internal knowledge and operational workflows. 

The impact 

The results speak through the team's daily experience. 

Siham and her team have observed an estimated 20 to 30% reduction in handling time for complex cases, especially when agents need to structure offers or calculate compensations. Internal escalations and validation requests have decreased noticeably, as agents can rely on the AI for guidance instead of checking with colleagues or waiting for approvals. 

Responses across the team have become more consistent, and agents feel more confident when making commercial recommendations. That confidence has also helped surface more relevant cross-sell opportunities during customer interactions. 

The adoption has been organic, with the team integrating these tools naturally into their daily routines. 

From operational support to coaching 

What stands out most in Siham's story goes beyond the efficiency gain. It is what it enabled her to do as a leader. 

"What started as a single AI assistant has become an evolving ecosystem that supports our team every day. AI reduces the time spent on repetitive operational questions, giving me more time to coach the team, improve processes and continue building new solutions." 

When agents spend less time searching and calculating, and more time listening and selling, the role of a team leader changes. Siham now invests her time in developing her people rather than answering process questions. The AI handles the operational layer. She focuses on growth. 

Part of a bigger picture 

Siham's story is one of many. Across 23 countries, 4,000+ people at team.blue are rethinking how they work, one use case at a time. The AI Champions open the door. Their teams walk through it. 

This is what scaling knowledge looks like. Consistent answers. Confident teams. Smarter customer interactions. All powered by people who see an opportunity and build something with it. 

AI in Action is a series where we spotlight the people behind team.blue's AI journey. Real people, real work, real impact. 

→ Learn more about how AI powers team.blue: team.blue/ai