Each year at the trade show Kundeservicedagene, the prize for Norway’s best customer service is handed out. Winners are chosen in the banking, insurance, telephony, broadband, power, TV, and travel industries, as well as for best public organization. The winners are selected based on customer feedback, rather than a jury. We at Telia ACE are happy and proud to congratulate…
Telia participated in the trade show Kundeservicedagene that took place in Fornebu in the outskirts of Oslo in the middle of May 2023. “It’s an important event for us since the Norwegian market is important to us. Telia is still relatively unknown in Norway and most people in the industry don’t know that Telia ACE is the number one contact…
AI is really nothing new. But from having improved at a rather slow pace for many years, the development suddenly accelerated, and made a giant leap. The result is that we now have AI that the user would call “smart for real”. But even though tools such as Bard and ChatGPT are incredibly smart and powerful, we can’t put them…
Anna Ekblom Romu works as an Interaction Analytics specialist at Telia and helps our customers get started with the tool. She says that the participants that start exploring the system quickly get drawn into the numbers and enter a state where it’s hard to contact them. “For a person who starts using the tool, getting a bird’s eye view of…
Every year Resurs’s customer service takes one and a half million calls in four different languages. Johanna Bernshed and her colleagues use speech to text to find the truth about why the customers are calling and what takes place during the call. “We don’t just collect data, we turn it into value for the business”, says Johanna. The data that…
During the Telia ACE Roadshow in the fall of 2022 we asked the participants a number of a curious questions about their focus areas, strategic technology choices and what they see as their primary challenges for the year to come. A few of the questions concerned AI; an area where a lot is happening at the moment, and that many…
Things are moving fast in the AI area. Massive developments are happening each day and it’s hard to keep up. No one can say with certainty how the workday will change for contact center professionals, but it will hopefully be more fun, less stressful and more effective. There are already exciting services on the market that simplify reporting, create and…
How will the workday change as a result of the latest technological leaps in the AI field? And what does the future look like for those of us who work in customer service? The answer is that no one knows for certain yet, but most agree that big changes are on the horizon. At this point a vast majority of…
Few of us have missed the hype around ChatGPT, and that AI has become smarter and now can write essays and converse in an eerily humanlike way. How does the technology work, and why is a chatbot compared to revolutionizing technology such as the steam engine or the electric motor? In this article Emma Berglund, Customer Experience Specialist, gives it…
During the Telia ACE Roadshow this past fall we asked the participants a number of curious questions about their focus areas and challenges. One topic that many find interesting is skills supply: How do you get your staff to stay and how do you attract people with the right personal qualities? So what will make your customer facing staff thrive…
