TECHNOLOGY
Automating these interactions can provide significant advantages for businesses . “ That obviously gives you a big advantage in terms of cost savings , but also in terms of customer satisfaction .” He draws a parallel to the shift towards e-commerce , which initially led to an increase in interactions .
However , Matthias acknowledges that human interaction will still be desired and required in certain cases . “ There will still be cases where human interaction is wanted and needed . It could be that I , as a customer , want it . It could also be a very complicated or sensitive case where customers would prefer to interact with humans .”
Despite the potential for extensive automation , Goehler believes that human interaction will still be needed – at least to some degree . “ We need to ensure that for those cases where you ’ re handing it over to the agent , you ’ re providing the full context so there ’ s no repetition ,” he says . “ You ’ re empowering the agent with the necessary information to pick up the case and answer in the most personalised way .”
Seizing the opportunity of AI The world is , of course , still in the early stages of the AI revolution , particularly in the realm of Gen AI . Matthias expects that “ for the next couple of years , we will still have a lot of opportunities with AI – in terms of automation and using Gen AI in the right way .” aimagazine . com 159