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.

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

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

Chatbot: The execution of technical processes creates added value

Veröffentlicht von Marina Illy auf Apr 24, 2019 12:00:00 PM

 

 

Many see the capability of chatbots to engage in dialog as their biggest potential in customer service applications. To this day, however, smooth communication with a machine via free text without loss of context is not possible. Nevertheless, bots already now provide added value for customers if their existing dialog skills are combined with technical processes carried out autonomously by the bots to solve customers’ issues. Telecommunication companies can benefit from this option to generate a positive customer experience outside of call center business hours.

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Themen: telecommunication, Bot, customer service, Chat Bot

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.

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Themen: Customer Experience, congress, Summit, customer service

The consequences of poor customer service – and how companies can avoid them

Veröffentlicht von Sarah Heuser auf Apr 3, 2019 9:43:00 AM

 

Impolite service agents, too-long waiting times, inquiries without reply: poor customer service has many faces. This is not only extremely annoying for the customer but also has far-reaching consequences for the company.

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Themen: Machine Learrning, ML, customer service

A brief look back at CCW 2019: Heading towards a new standard for customer service dialogue

Veröffentlicht von Marina Illy auf Mar 8, 2019 3:23:00 PM

 

Three days at Germany’s capital, third time an exhibitor and three major takeaways:  the 21st edition of CCW was held from February 19-21st at the Estrel Convention center in Berlin.  With 270 exhibitors and more than 8000 exhibitors from 46 countries CCW provided an international forum featuring latest technological trends and innovative services in customer dialogue.

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Themen: AI, Machine Learrning, networking, telecommunication, CCW, ML, 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.

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