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

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.

Weiterlesen

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

 

Weiterlesen

Themen: Troubleshooting, corona, internet connection

Data integration creates added value

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

 

Weiterlesen

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.

Weiterlesen

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.

Weiterlesen

Themen: Self Service

How new technologies improve time-proven customer service approaches

Veröffentlicht von Marina Illy auf Aug 26, 2019 8:25:00 AM

“Customer service is undergoing changes due to disruptive technologies and digitalization.” CX managers, IT technicians and software architects from the support sector are often confronted with this statement – often followed by the instruction to make the company’s service fit for today’s technological and digital opportunities. But how do technologies improve existing customer service approaches? Where are the opportunities and challenges of the technologies and communication channels in service? And where are the limits of technological progress?

Weiterlesen

Themen: telecommunication, GDPR, Use Cases, NLU, Cloud, Omni-Channel, technology, IVR, Unified Agent Desktop

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.

Current Posts