About the Author

Andreas Klug, Marketing Vorstand

Andreas Klug, Marketing Vorstand

der ITyX AG, gilt als Evangelist für den Digitalen Wandel, mit dessen Ausprägungen er sich in Vortragsreihen, Fachzeitschriften und in Blogs regelmäßig auseinandersetzt. Er leitet den Arbeitskreis „Artificial Intelligence“ im Digitalverband Bitkom und ist Mitbegründer der i-Service Initiative.

Other Posts

Let document and mobile capture sharpen your view of processing

There is no way to deal with data processing in daily business without coming across document and mobile capture. But when exactly is an investment in the proposed solution of smart data capture profitable – or even essential? And how do the applications wield influence over following processes once the initial handling has been completed? A compact overview with all the relevant information is provided in trade group Bitkom’s significant guidelines.

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Big data provides critical information for customer service

Often, when we think about big data, we think about the volumes of data that are referred to. It is tempting to do this because big data does involve large volumes of data that are constantly growing at exponential rates. Advances in the growth and development of big data computing constantly dominate the news. It takes advanced software and BI tools to even begin to comprehend the volume of certain measurements, such as petabytes and exabytes.

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Why Traditional Chatbots Will Not Stand a Chance

Enterprises primarily look for simple and low-cost options to offer their clients online services that make use of conventional chatbots (also referred to as ‘virtual assistants’). Instead of saving, in most cases, the expenses rise as the chatbots initially have to be ‘trained’ via so-called ‘dialog scripts’ in order to be put into operation. Those scripts have to be programmed manually! In addition, it is proven that traditional chatbots neither prevent further inquiries nor do they achieve favorable customer experiences. Rather, there is a high possibility of doing oneself a disservice by using chat robots. In light of smart speech assistance, such as SIRI or CORTANA, growing skepticism about their sustainability is valid.

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Artificial Intelligence: Linking Businesses and Customers

Comprehensive ‘Information of Everything’ is about all imaginable IT-related issues, from self-learning software, discrete agents and automated objects to innovative apps and services, furthermore providing a platform for the Internet of Things. Gartner’s riveting predictions and analyses for the current year’s end include a future digital world based on Artificial Intelligence algorithms and smart machines that are able to facilitate a ‘harmonious relation’ between businesses and their clients.

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Digital transformation for the last mile of customer experience

Customer-facing processes and operations have one moment of truth that moulds the customers’ perceptions. You will ask yourself whether it’s when first contact is made with your business or whether it’s the last memorable chain of interactions. Or perhaps it might be somewhere in between the two, along the line of contact between your business and the customer.

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‘Go Digital or Die’ goes beyond supported channels: the challenges at hand

The Customer Contact Expo in London is an impressive event with lots to see, learn and experience. There are keynotes, workshops and exhibits galore. But some remain etched in our memory even now. Paul Scott of Dimension Data presented a talk entitled “Go digital or die”, which falls into that memorable category.

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What drives omnichannel?

Many of the customer service leaders with whom I have spoken in the last year realize they have a significant ground to cover for their contact centers to be prepared for omnichannel. Many are in catch up mode- as soon as they implement the latest channel into their business process another communication channel begins to take on prominence. What’s driving this continual shift?

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The Internet of Things: One thing we can't do without!

While everybody is waiting for the 2016 annual Hype Cycle for Emerging Technologies from Gartner, we can take a step back and take a closer look at 2015.1 One of the main themes is still hot: The Internet of Things (IoT).

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The Rise of Text Analytics in Contact Centers

Today businesses compete for domination in the digital domain. Customers expect good customer service; many businesses fall short because their digital communications are stranded in the past.  It' a safe bet that almost all contact centers in North America provide telephone support. However, there is little doubt about the customer demand for other channels, such as social media and e-mail. These are requirements for the contact center of the future.

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New world, new customer – What the Insurance Industry can look forward to

Not too long ago, the topic of a connected world made many people uncomfortable to say the least. Most people were either frightened or livid at the idea of their personal information being accessible to companies and governments at lightning speed.It seems that the future investors have been imagining this long before it arrived, and now the connected world might actually be a reality.

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Digital Transformation: May I Help the Next in Line please?

Not long ago, waiting in line was accepted as part of our daily lives. For public services, banks and retail, concert or sporting event tickets – waiting in line was the order of the day. Thanks to modern software, the Internet of Things, and more efficient customer service models and new organizational structures, the norms being challenged. Are you still seeing a line? Something must have really gone wrong!

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