TECHNOLOGY
“ WE SHOULD ALWAYS START BY THINKING ABOUT THE CUSTOMER WE ’ RE SERVING , THEIR REQUIREMENTS AND DEMANDS ”
MATTHIAS GOEHLER CTO EMEA , ZENDESK
“ We should always start by thinking about the customer we ’ re serving , their requirements and demands ,” he says . “ When we reach out to a customer service team , we probably have a question , problem , or complaint – and we want an answer or help . Fundamentally , we want it fast , and that has never changed . We want the answer on the first call ; we hate repeating ourselves or going through endless processes with handovers .”
According to Matthias , failing to address barriers to AI chatbot implementation can put businesses at a significant
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