“With AI, we are creating space for better service, more quality, and a stronger support team.”
Sagar Schoneveld (Head of Product at Conversed.ai) talks with Arno Agterberg (Customer Excellence Lead at Rompslomp) about the use of AI in customer contact, smarter organization of support, and the role of AI assistant Robo within the team.
At Rompslomp everything revolves around simplicity for entrepreneurs. The platform helps self-employed individuals and freelancers with their bookkeeping, without unnecessary complexity. Behind the scenes, the support team continuously works on the best customer experience—with an increasingly significant role for AI.
We spoke with Arno about his vision for customer contact, the power of a good knowledge base, the impact of AI assistants Robot and the collaboration with Conversed.ai.
“We want to help customers become independent as quickly as possible.”
Arno has been working at Rompslomp since 2024 and leads the support team. In that role, his focus is clearly on quality, structure, and customer satisfaction.
“For our team, we've formulated a clear mission,” Arno explains. “We want to help our clients become self-sufficient as quickly as possible.”
The idea forms the basis for how Rompslomp views support. The goal is not just to answer questions, but primarily to get customers back on track quickly — preferably proactively and with clear information.
“Everything we do must contribute to a customer who can move forward. Whether that's through the knowledge base, through support, or through AI.”
A strong foundation: knowledge and structure
According to Arno, good customer service starts with a strong substantive foundation.
“If you see many of the same questions coming back, you have to do something about it,” he says. “Then you look at your infrastructure, your knowledge base, your articles, and how accessible that information is.”
The focus on structure and current knowledge not only helps Rompslomp in daily customer contact but also forms the basis for their AI approach.
“A good knowledge base is essential. Not only for customers, but also for employees, onboarding, and ultimately for training AI.”
From skeptical to convinced
Arno honestly admits that he was initially critical of AI.
“My first reaction was actually, ”Ooh, exciting“,” he says, laughing. "I was quite skeptical. But when I started experimenting with it, I quickly saw how much potential it has — especially within customer contact."
The breakthrough primarily came about because he got to know AI in practice.
“You quickly notice that AI can add enormous value, especially with repetitive questions. Then you see that it can truly become an important part of support.”
Robot catches a large part of the questions
AI assistant within Rompslomp Robot has since become a permanent fixture. Robo is available 24/7 to handle initial customer inquiries, helping the support team advance daily.
According to Arno, the impact of that is significant.
“The bot ensures that a large portion of frequently asked questions no longer reach the team directly,” he says. “We see that AI has now become so captures 50 to 60 percent of our questions. That is extremely valuable.”
The capacity not only delivers speed for customers, but also peace and focus within the team.
“Because Robo handles so much, it creates time to invest in quality. We can dedicate more attention to more complex questions, improvements in our knowledge base, and the further development of our services.”
Robo is also active within the ticket form. The moment a customer submits a request, Robo pops up and provides the customer with an answer. Still need more help? Then the ticket is automatically forwarded to the team. This way, Robo saves the support team work.
For Arno, that's exactly where AI makes the difference: not just in efficiency, but especially in creating space for better work.
More than just providing answers: also identifying and improving
According to Arno, Robo's strength lies not only in answering questions but also in making patterns visible.
“Robo also serves an important signaling function for us,” he explains. “We want to better see which topics are relevant, which questions come up frequently, and where customers get stuck, so that we can respond proactively.”
This makes AI for paperwork not just a support tool, but also a source of insights.
“Prevention is sometimes even more valuable than response. If you can anticipate customer issues, you can adapt your product, communication, or knowledge base accordingly.”
A brand with a digital voice
A nice detail: the AI assistant was originally called Robin, until Rompslomp hired a colleague with the exact same name. Since then, the assistant has gone by Robot.
“Ultimately, that was actually a very logical name,” Arno explains. “And by now, Robo is really a part of our team.”
For Arno, a next significant step in the further development of that digital colleague is underway.
“What I find really cool is the moment Robo literally gets a voice. Then it becomes not just a chat assistant, but a true representative of Rompslomp.”
With that, he is referring to the deployment of Voice AIa development that Rompslomp and Conversed.ai are actively working on together.
“The moment Robo can also help customers via voice, it will become even more of a calling card for our brand.”
A collaboration that truly feels like a partnership
About the collaboration with Conversed.ai Arno is very positive.
“What I find very pleasant is that we can be very transparent with each other,” he says. “You can honestly address each other, improve together, and truly build something that works.”
It is precisely that openness that, according to him, makes the difference.
“In a good collaboration, you should not only share successes, but also be able to challenge each other when something can be improved. We've done that too — and that's precisely why we keep moving forward one step at a time.”
Arno emphasizes that the collaboration with Conversed.ai for Rompslomp doesn't feel like a standard supplier-client relationship, but rather like a true partnership.
“For me, that is perhaps the strongest point. Our feedback is taken seriously, people really listen, and much of what we contribute is reflected in the development of the Conversed.ai platform. Because of that, we are building something together that keeps getting better.”
He therefore calls the cooperation not only pleasant but also concretely valuable.
“Together, we've really improved things that not only work well but sometimes even exceed expectations. That gives confidence. You notice that you're working in the same direction together.”
AI also makes work more enjoyable
The use of AI not only provides Rompslomp with speed, but also makes the work for the support team substantively stronger.
“Because Robo handles the repetitive questions, employees have to deal with them much less,” says Arno. “That makes the work more varied, challenging, and interesting.”
He therefore does not see AI as a replacement for people, but rather as a strengthening of the team.
“AI takes away the repetitive work, allowing people to focus on the parts of the job where there is real value.”
Ready for the next step
Within Rompslomp, we're now looking beyond just chat. In addition to Robo on the website and in the application, we are also working on the next phase of AI in customer contact.
This includes looking into the deployment of Voice AI, so that customers can also be helped quickly, intelligently, and consistently through other channels.
“The future of customer service, in my opinion, is absolutely a combination of humans and AI,” says Arno. “Not to automate everything, but precisely to create space for better service and more quality.”
With this vision, Rompslomp, together with Conversed.ai, continues to build a support organization that is scalable, smart, and personal.
