Next month it will be time: the 26^e edition of CCW Berlin. Ziptone asked ten questions to the five main sponsors. Andreas Klug, AI evangelist at ThinkOwl, kicks things off.

 

1. If you could eliminate one process in the contact center, what would it be and why?

AI is a game changer and will change the business model for customer service. With this in mind, every process in the contact center needs to be critically examined. So that employees do not have to deal with processes that can be handled faster and cheaper by an email, voice or chatbot.

 

2. What is the most asked question you get from contact center professionals?

Can all traditional contact center tasks really be taken over by artificial intelligence (mailbots, voicebots)? And our answer is: “Absolutely yes! Most of our customers have been doing this for a long time.”

 

3. What do you think will be the biggest breakthrough in customer contact technology in the next five years?

The automation of routine processes in the customer dialogue. With AI support, companies will be able to understand the intentions of customers and automatically capture all relevant specialist data from the dialogue. This will change contact centers. The right mix of human value creation and machine automation will be decisive for being future-proof.

 

4. What innovations will you present at CCW 2025 this year?

A series of new use cases for AI around mailbots and voicebots. Including automated email responses. And: how a voicebot can be configured within a few hours.

 

5. What can visitors expect at your stand (or during your presentations)?

By 2024, we will have implemented more than 100 use cases related to the automation of dialogue processes in customer service. We will present almost all of them in Berlin.

 

6. What do you think will be the biggest challenge for contact centers in 2025?

The business model for customer service will fundamentally change in the coming years due to AI and digitalization. Successfully shaping this transformation (both organizationally and technically) is one of the biggest challenges in modern customer service.

 

7. What is your main message to CCW visitors?

The optimal mix between machine-driven value creation and human value creation guarantees sustainable success in the contact center.

 

8. What is the first thing your team does at the end of the last day of the trade fair?

Have a drink and evaluate the successful day at the trade fair.

 

9. What is your secret weapon to stand out at CCW 2025?

Our successful poster campaigns. Let us surprise you.

 

10. Can you sum up CCW Berlin in three words?

Europe's leading service event!

 

Thanks to Andreas Klug.
CCW 2025 will take place from 24 to 27 February 2025. More Info

(Ziptone/editors)

Customer Experience, Event, Featured CCW