"Specifically, we see a growing interest in our Knowledgebase with chat and voice bot"
Telia ACE reports from “Kundeservicedagene” in Oslo
mars 9, 2020
Kundeservicedagene – or Customer Service Days – which took place in Oslo at the end of January, is the largest industry event in the Nordic region. It caters to managers and business developers in customer service.
The conference gives visitors and exhibitors an opportunity to learn about strategic trends and get up to speed on the latest technology development.
Chatbots teaming up
Telia ACE has been a returning exhibitor since 2016. For each passing year we find that more and more customers get to know us and show interest in our solutions.
– Specifically, we see a growing interest in our Knowledgebase with chatbot / voicebot. We had many exciting conversations with customers about how these products could be used to streamline and enhance the service experience. People are increasingly attracted by having one coherent ecosystem for all channels, says Jonas Fogelberg, specialist in customer experience solutions at Telia.
Many visitors to our booth were interested to learn about how to interact with the knowledge base using both chat and voice to get help and answers. New for this year is that we also talked about the possibilities when of linking several specialist bots into one seamless interaction. These bots may have different workplaces and tasks, but the customer experiences it as one uninterrupted dialogue. For example, a flight booking bot could hand over temporarily to a car rental bot to serve all the customer’s travel needs in one conversation.
– I had an interesting conversation with a company that saw an opportunity for collecting data on Norwegian public transport from many sources. Data would then be used to present comprehensive travel alternatives to customers.
Gjensidige success story
This year we were also on stage together with our customer Gjensidige Försäkring.
– My colleague Christian Hörnebrant made a wonderfully exciting presentation together with Ann Marit Holmöy from Gjensidige.
Stay tuned to the blog as we will get back to Christian and Ann Marit’s presentation in a later article. We can, however, already reveal that Gjensidige, combining technology and new creative approaches, increased personal insurance sales by 40 percent without any increase in staffing.
What’s up for 2021
If you’d like some info on the next edition. or even sign up to participate, there is regularly updated info available in Norwegian at: www.tekna.no/kurs/kundeservicedagene-2021.
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