Idag måste alla kommuner undersöka möjligheterna med ai-tekniken i olika delar av sin verksamhet, men det är kontaktcenter som måste vara drivande och försöka se helheten. Det konstaterade Eric P. Stark, verksamhetsutvecklare i Mölndals stad, när han talade på Connect24 den 25 april. Han berättade om hur Mölndals stads kontaktcenter går från att vara en traditionell växel i riktning mot ett värdecenter som är navet i staden och som driver utvecklingen av den kommunala verksamheten.
Så bygger du framtidens kontaktcenter – med hjälp av ai-teknik
kontaktcenter Eric P. Stark, verksamhetsutvecklare på Mölndals stad, kom till Connect24 för att berätta om hur man förvandlar en kommunal växel till ett värdecenter med hjälp av dataanalys och den senaste ai-tekniken.

Foto: Andreas Paulsson
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Eric P. Stark utgick från en grundläggande fråga: vem är det egentligen som bestämmer hur den kommunala verksamheten ska utvecklas. Vissa hävdar att det är politiker som bestämmer inriktningen genom att sätta budgeten och ramarna för verksamheten medan andra tycker att det är tjänstemännen i stadsdirektörens ledningsgrupp eller motsvarande.
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
