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.

Weiterlesen

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.

Weiterlesen

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

A brief look back at Unleashing Omnichannel & Digital Customer Experience Summit 2019

Veröffentlicht von Fabian Metz auf Apr 16, 2019 9:12:03 AM

 

The customer and their experiences with companies was the focus of attention on this sunny but cold Thursday. Cross-industry leaders from different countries gathered in the Rode Hoed in central Amsterdam for the Unleash Omnichannel & Digital Customer Experience Summit on April 11th & 12th 2019. Photo by Marit de la Vera.

Weiterlesen

Themen: Customer Experience, congress, Summit, customer service

7 tips for a successful start of AI projects

Veröffentlicht von Sarah Heuser auf Feb 20, 2019 10:42:00 AM

 

 

 An increasing number of companies want to use artificial intelligence to improve their internal processes across industries. At first glance, initiating and setting on track AI projects seems simple: Just implement some AI-based software, and the company will promptly start to benefit from the latest technology! In reality, however, it is not quite so easy. The preconditions for a truly successful implementation are thorough preparations, well-targeted realization, and permanent monitoring and testing. See the following seven tips for a successful start of an AI project:

Weiterlesen

Themen: Customer Experience, Machine Learrning, ML, Artificial Intelligence

Machine learning for a positive customer experience

Veröffentlicht von Sarah Heuser auf Feb 6, 2019 9:14:00 AM

 

 

Companies with happy customers are more successful: Nowadays, a positive customer experience is as important as the quality or the price of a product. Customer service can greatly contribute to a good customer experience – and, supported by machine learning, it can make customers happy.

Weiterlesen

Themen: Customer Experience, Machine Learrning, Bot, ML, CX

Smart troubleshooting: problem solving with AI

Veröffentlicht von Sarah Heuser auf Jan 16, 2019 9:20:00 AM

 


Customers who once had poor customer service from a company will associate this experience with that firm for a long time. They will terminate the business relationship and, in the worst case, will damage the company's reputation in the long run. Yet it is so easy to offer good customer service: Use smart troubleshooting!

Weiterlesen

Themen: AI, Customer Experience, Troubleshooting, Smart Troubleshooting, customer service, Artificial Intelligence

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