The Customer Service Federation, together with Amsterdam University of Applied Sciences and ShoppingTomorrow/Thuiswinkel.org, will conduct research into how the quality of interaction in automated customer contact can be improved. The KSF announced this via LinkedIn.

 

The research is being led by the expert group 'Digital Interaction & Quality: From Bot to Better'. The kickoff meeting of that expert group took place on March 24. The expert group aims to find answers to the question of how conversational agents (such as chat and voice bots) will add value for customers, employees, and organizations.

“Because we know that the workforce is shrinking, the need for customer contact is increasing, and cost pressure remains, we also know that automated customer contact must play an increasingly important role in the quality, accessibility, and reachability of customer service,” says KSF Director Roel Masselink. “At the same time, we also know from the National Voice Monitor 2026 that a non-functioning chatbot is one of the biggest annoyances for consumers and that the problem-solving capacity of automated customer contact is still low.”

The expert group is chaired by KSF Director Roel Masselink and Arnon Post of the KSF Data expert group. The research questions are part of the broader LESSEN program at the Amsterdam University of Applied Sciences (HvA).

LESSEN is a Dutch research project that is working on smart, safe, and reliable chatbots. In the program, 14 researchers and several companies and universities collaborate to improve this. The goal: to develop chatbots that handle data efficiently, clearly explain how they work, and are safe for all users.

(KSF)

Customer Experience, Research