KVD online expert forum "Making service economically successful"
How an AI-supported contact center intelligently manages complex service requests
Service organizations today face a double challenge: increasing customer requirements combined with a high operational workload. Requests reach companies via a wide variety of channels, are often time-critical and require well-founded professional decisions - while resources are limited and system landscapes have grown.
The key question is therefore no longer whether service needs to be transformed, but how it can remain efficient and economically successful in the long term.
In the KVD Online Expert Forum, our executive partner HSO will use a practical scenario to show how service organizations can support their contact centers in a targeted manner through the use of artificial intelligence. The focus is on typical service and spare parts inquiries that need to be processed quickly, correctly and efficiently.
Participants gain concrete insights into how:
- AI-supported classification structures incoming requests
- intelligent routing speeds up processing
- context-based support relieves service employees
- high volumes of inquiries can be better managed
It will also show how contact center processes can be seamlessly connected with downstream areas such as order processing or invoicing - a consistent end-to-end view of the service. The forum thus offers practical impulses for all those who want to manage their service more efficiently, reduce the workload of employees and at the same time improve service quality in the long term.
