What is AI, or Artificial Intelligence? And to what extent is a robot truly capable of feeling?


wat is ai - hoeverre robot in staat tot voelen

Many of our customers now know approximately what artificial intelligence is. As a result, a lot of them have created goals to indicate their intention to make use of it in some way. However, saying that you’re working on it doesn’t mean much. What’s important is that you make it practical and broadly applicable. 

It is somewhat reminiscent of the trend of corporate social responsibility (CSR) that appeared some years ago. Every company included CSR in its statement or on its website. But what actually happened wasn’t always very clear.

Personal chatbot

Artificial intelligence, or AI, in short, has the potential to serve customers in a very personal way, despite the automated process. Because today’s chatbots are getting smarter, and no longer depend on a pre-written script, they are slowly but surely developing a form of empathy. And this is a huge advantage for customer contact centres. Maarten van de Koevering of Chatlayer.ai says: “On the one hand, employees now have more time for more interesting tasks because the simpler work is taken on by chatbots. On the other hand, it also means that there is huge potential for scalability. The customer service of the future, or rather of today, can also be reached at 2 PM on a Sunday afternoon. Even when there’s no one in the office.”

Applying artificial intelligence

As an example, artificial intelligence is increasingly being applied in the insurance industry in the form of end-to-end solutions for process and insurance claims. For example, if someone drops an expensive vase and wants to claim this on their insurance, it is perfectly possible to handle this via a chatbot. This will help the customer a lot quicker, and the assessment process will be objective.

Sentiment analysis

Our human brain understands both verbal and non-verbal communication, such as tone of voice and facial expressions. We are able to determine in no time whether or not someone has a sarcastic undertone. This can be tricky for computers, but thanks to machine learning, it is becoming increasingly easy for computers to filter sentiments from words. In this way, labels such as ‘positive’, ‘negative’, or ‘neutral’ can be assigned. Especially when this is done for a long conversation, it is possible to extract a certain sentiment from the context and use this during the conversation. For example, in case of a negative sentiment you could decide to escalate the conversation to a call centre agent. The fear that jobs will disappear as a result of this is rather unfounded. In the example of the insurance industry, agents can now focus on the more complex claims that make the job a lot more interesting and challenging.

Want to know more about AI?

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About DDM

At DDM Consulting, we understand that a 'one size fits all' approach is unthinkable when it comes to choosing a customer contact platform. After all, every organisation is unique! That's why we offer you a wide range of renowned contact centre solutions, and provide advice based on over 20 years of experience in customer contact.

Evolution, not revolution

Together with you, we’ll evaluate your current contact centre processes and your requirements for the new platform. We’ll advise and assist you in developing more efficient workflows, driven and supported by AI wherever possible. Based on your priorities, we’ll create a dynamic roadmap that makes the transition to a new, improved contact centre manageable.

Proactively embracing cutting-edge technology

This roadmap remains central to the project, even after the new platform is up and running. It evolves with changes within your organisation and developments in contact centre technology. Our experts assess every new release to determine its value to you as a customer. They take the initiative, ensuring you always have the relevant knowledge at your fingertips.

Creative solutions for better customer contact

And if you're looking for specific functionalities that aren't (yet) available on the chosen platform, there is plenty of scope for in-house development of add-ons tailored to your needs. Our team possesses the business and technical expertise to achieve the maximum potential, even if you've opted for an out-of-the-box solution.

DDM Consulting provides the proactive and creative approach to your CX evolution!