16/08/2024 | Press release | Distributed by Public on 16/08/2024 11:31
Outstanding customer service can be an unique selling point that sets companies apart from their competitors. However, it often reaches its limits - for resource reasons. AI-supported dialog systems, known as conversational AI, can help companies and customers alike.
"The customer is king." This is both an incentive and a challenge. AI-supported dialog systems, known as conversational AI, can answer customers' questions in natural language on various channels such as the telephone, website or WhatsApp." © Deutsche Telekom/ iStock / Ole_CNX; Montage: Hendrik Risse
"The customer is king." This is both an incentive and a challenge. When customers call the hotline, they expect the best service - and yet often end up on hold: "Welcome to XY Parcel Service. Your call is on hold, the next available employee will be with you shortly. The current waiting time is 9 minutes." There's another way: "Welcome to XY Parcel Service, Mr. Meier. This is Anna, your virtual assistant. How can I help you?" - "Yes, hello, I can't read where to pick up my parcel in the shipping notification." - "Got it, I can help with that. Please give me the shipping number." Quick and easy. What technology supports this so that the customer Meier is helped directly on the first call?
AI-supported dialog systems, known as conversational AI, can answer customers' questions in natural language on various channels such as the telephone, website or WhatsApp. The system converts spoken words into text and understands the caller's request Important information such as product names, dates or order numbers from the conversation help the software to understand the request and identify relevant details. Necessary information is queried in third-party systems. The processing step is the core of the process; this is where artificial intelligence comes into play. The appropriate answer is finally converted back into spoken language using text-to-speech.
... the ability to solve problems quickly and effectively. However, it often reaches its limits, whether due to a lack of qualified employees, peak workloads or cost reasons: Training costs are added to high personnel costs in order to train new employees or to bring up-to-date knowledge into the team.
AI-supported dialog systems offer a win-win situation for both companies and customers. The application scenarios are diverse and are constantly evolving. In most cases, the use of such a solution pays off for our customers in less than a year.
Deutsche Telekom knows what good voice assistants have to do. Its chatbot "Ask Magenta" has already won several awards. It therefore relies on leading technologies and offers solutions from various partners. As a "general contractor", Deutsche Telekom provides consulting, implementation, service and operation for the use of conversational AI in customer service. The solutions are intuitive to use. Companies do not need any programming knowledge or an IT department to integrate them into their processes. The development and training of the AI is carried out in accordance with European guidelines, service and support are provided in Germany and the solutions are operated in German data centers in accordance with the requirements of the General Data Protection Regulation. Deutsche Telekom has introduced binding ethical guidelines for dealing with AI.
There is no question that AI needs fast internet that can transmit the data volumes that AI systems process quickly and reliably. This is where fiber comes into play. Deutsche Telekom offers its business customers independent fiber-optic tariffs ranging from "Fiber 150" to "Fiber 2,000". In addition, there is outage protection, a non-stop network, so to speak. So that the invisible heroes in customer service can work perfectly.