What is AI, or Artificial Intelligence? And to what extent is a robot truly capable of feeling?
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.
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.
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?
We would love to continue discussing this important topic with you. Please feel free to contact us. We look forward to your message.
At DDM Consulting we believe that our customers benefit most from tailor-made advice, without preference for a particular product or specific supplier. That is why we offer a wide range of intelligent omnichannel contact centre solutions, delivered by renowned partners who are all specialists in their field.
How we work
Together with the client, we evaluate the current contact centre processes as well as the requirements and preferences for the new platform. We apply our years of experience to find the best match, and provide advice on the potential optimisation and automation of business operations, for example through the use of AI.
We naturally guarantee a successful implementation of the new solution, and ensure that all back-end systems are seamlessly (re)connected. After the deployment, we are at the service of our customers to offer advice and aftercare.
But we go one step further: time and time again, we push the boundaries of the chosen platform, and adapt it to the customer's specific business processes and needs. Our team has the business and technical expertise to achieve the maximum potential, even when it comes to an out-of-the-box solution. This is our way of ensuring that every customer makes optimal use of the capabilities of the chosen platform!
Our clients come from a wide range of sectors, from major financial institutions such as banks and insurance companies, to telecom operators, healthcare institutions, government agencies, retail, and media.
We have grown into a team of about 30 contact centre experts, and are mainly active in Belgium, the Netherlands, Luxembourg, France, Germany, Austria and Switzerland. To be able to guarantee the highest quality, we continuously invest in the knowledge, training and experience of our employees.