När vi träffade Lykos kundservicechef Elin Trapp för ett par år sedan berättade hon att e-handelsföretaget hade en avvaktande inställning till moden teknik, så som artificiell intelligens.
Så bygger Lyko ai-lösningar för framtiden: ”Vi är kundens röst in i företaget”
kontaktcenter Den snabbväxande e-handlaren är mitt uppe i bytet av ärendehanteringsystem och drar sig inte för att bygga egna ai-lösningar. Vi frågade projektledaren David Johansson om vad som är viktigast när man sätter den långsiktiga strategin.

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Idag är läget ett helt annat. Just nu genomför e-handelsföretaget ett byte av ärendehanteringsystem samtidigt som man utforskar möjligheterna med ai och lägger upp den långsiktiga strategin inför framtiden. Det berättar David Johansson, som är project lead operations på Lykos kundserviceavdelning sedan ett år tillbaka. Han är dock tydlig med att det personliga kundmötet även fortsättningsvis kommer att vara absolut viktigast för Lyko.
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