Discussing challenges facing German Contact Centers at CCDay

Artificial Solutions™, the natural language interaction (NLI) specialist that enables users to have a meaningful, humanlike interaction with technology, today announced that it is heading the roundtable discussion on virtual assistants at the CCDay events this September and October in Germany.

Artificial Solutions will be discussing the successful use of virtual assistants in customer portals alongside Kabel Deutschland, whose Teneo™ Virtual Assistant, Julia, was developed using the resources of just three content managers. Julia not only helps customers, but provides vital, insightful data back to Kabel Deutschland.

“The benefits of steering customers towards automated self-service are clear. For the customer, an online solution enables them to find the answer to their queries fast,” says Andy Peart, CMO of Artificial Solutions. “For an organization the appeal of customer self-service is not just the reduced cost in resources. For many companies it is about giving the customer what they want – a better customer experience under their own terms.”

Equipped with the intelligence to learn, reason and understand, and then apply this knowledge to real customer interactions, a Teneo Virtual Assistant from Artificial Solutions can resolve queries, answer questions, provide links to information or resources, log issues, cross-sell, book service calls, even complete transactions through back-end or e-commerce systems, and update databases – all at the same time.

CCDay (Contact Center Day) brings together technology companies and service providers with some of Germany’s leading brands to discuss the challenges facing contact centers today and in the future. In addition, keynotes from KVD, the German Customer Service Association and BvD, the Professional Association of Data Protection Officers in Germany will look at the digitalization of customer service and privacy in German contact centers.

The first CCDay takes place on the 16 September 2014 at Kall, close to Cologne and Düsseldorf. Further events take place near Hamburg and Munich. For more information visit http://ccday.creavoice.com/

Leave a Reply

Your email address will not be published. Required fields are marked *