Servicenow: Här är nycklarna till ett smartare kundmöte

Kontaktcenter Det moderna kundmötet kräver både artificiell och emotionell intelligens. Vi har träffat Victoria Rosell och Kerem Aktas från Servicenow och pratat om varför rätt strategi, processer och datakvalitet är centrala för att lyckas.

Servicenow: Här är nycklarna till ett smartare kundmöte
Victoria Rosell och Kerem Aktas, foto: Servicenow.

Kundmötet genomgår en stor förändring. Trots generativ AI:s snabba utveckling visar en ny rapport från Servicenow att svenska konsumenter fortfarande värderar den mänskliga kontakten högt.

Någonting är fel

Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.

Endast 13 procent av de tillfrågade kan tänka sig att använda en AI-chattbot. De allra flesta föredrar ett traditionellt samtal med en människa i andra änden av luren.

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