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…
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…
In the evolving world of customer service continuous learning is becoming increasingly essential. At Telia we combine efforts with our customers and offer the services of a team of professional consultants who bring new insights to organizations and its people. Recently, we had the privilege…
Are you curious about what we at Telia ACE do in the field of generative AI? If so, you might be interested in a webinar we held recently. Anders Lindvall, Head of Product Design and Måns Molin, Product Manager AI and Self-Service hosted the webinar…
The Swedish trade union Handelsanställdas förbund (Handels) wanted their new web to strengthen their brand further and make it easier for visitors to find the right information and get issues solved. Together with Telia’s CX consultants Elin Olsson and Malin Örnberg they translated the demands…
Making or rescheduling an appointment shouldn’t be a big deal. And making appointments online in an intuitive online system is considered basics in today’s customer experience. HK implemented Telia ACE’s BookMe, made significant time savings, and none of the members noticed a thing. HK is…
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…
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…
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…
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…