solvatio® BLOG
A Blog about solutions for customer service and support, artificial intelligence and automation in service.

The Importance of Consistency in Customer Service

Veröffentlicht von Nils Güntner auf Jun 23, 2021 2:50:37 PM

Consistency in customer service is one of those things that is just as basic as it is hard to achieve. For one thing, because every detail matters. For another, because consistency doesn't stand alone. It depends on the overall quality of service, on the right use of technology, on your data infrastructure, on your agents. It all melds into one big picture when your customer engages you’re your customer service. It's not said for nothing that the three C's of customer experience (CX) are consistency, consistency, and consistency.

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Themen: Künstliche Intelligenz, Customer Experience, KI, customer loyalty, telecommunication, Automation, CX, Artificial Intelligence, Omni-Channel, customer support, data

Call center vs. contact center: A ring fight of digital transformation?

Veröffentlicht von Marina Illy auf Jul 9, 2020 3:54:26 PM

Let’s get ready to rumble in customer service. Our boxing ring is the telecom industry. The challenger in the red corner: a modern contact center. In the blue corner we have the veteran, the call center. It has prepared itself for this fight through an upgrade in digital transformation. The question is: who wins? The condition for victory is to offer each customer generation the communication channel that suits them best. And the price is a leading position in the saturated telecommunications market.

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Themen: Customer Experience, customer service, Chat Bot, Self Service, Omni-Channel, customer support

Home Office: How to Get Your Internet Connection Corona Ready

Veröffentlicht von Nils Güntner auf Mar 26, 2020 2:00:00 PM

 

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Themen: Troubleshooting, corona, internet connection

Data integration creates added value

Veröffentlicht von Nils Güntner auf Jan 3, 2020 1:51:00 PM

 

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Themen: AI, Troubleshooting, telecommunication, Big Data, Artificial Intelligence, Use Cases, technology, data integration

Acceptance: Not everybody loves AI

Veröffentlicht von Nils Güntner auf Sep 23, 2019 3:00:00 PM

Enthusiastic experts have no doubt at all that artificial intelligence will prevail. But leaving the rose-colored AI glasses aside and assuming the viewpoint of customers and employees, obstacles beyond the technology itself become evident: Currently, there are three problems preventing the widespread acceptance of artificial intelligence.

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Themen: AI, KI, Machine Learrning, Bot, Big Data, ML, customer service, Ethics, Chat Bot, Algorithm, technology, customer support, data

Customer Self-Service for committed customers

Veröffentlicht von Marina Illy auf Aug 28, 2019 10:11:28 AM

 

Customer self-service is an important tool in customer service and a feature of the self-service culture in our society. Customers wish to troubleshoot pro-actively 24/7 across all communication channels. But what are the characteristics of successful customer self-service? And how can a company profit from this service channel? We point out the important factors.

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Themen: Self Service

solvatio - smart troubleshooting solutions

solvatio provides leading solutions for automated troubleshooting and malfunction resolutions in technical systems & devices. Originally founded as spin-off of the Department for Artificial Intelligence and Applied Computer Science of Würzburg University more than 20 years ago, solvatio continues to push the boundaries of AI for automated data-driven knowledge generation and AI orchestrated troubleshooting.

It is our mission to minimize service efforts, reduce support costs and achieve superior operator and customer experience across all interaction channels while ensuring the provision of excellent technical support and flawless operation.

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