Welcome to my presentation today on the topic of deciphering customer voices, How AI puts your customer satisfaction in the fast lane. My name is Martin Oberdanner, I work as Head of Pre Sales at Enghouse Interactive and in total i have over 20 years of experience in telecommunications, contact centers and UC environments. Let me start. In today's rapidly changing business environment, customer satisfaction plays a role an increasingly important role Companies are constantly looking for opportunities to improve their services and provide a more positive customer experience And right there can When they're ready artificial intelligence comes into play. I can tell you that Ki is by no means a futuristic idea anymore. It's here and it's real. It transforms the way How we do business How we interact with our customers and how we meet their needs AI has the potential to revolutionize customer satisfaction by helping us to better understand customer needs Identifying frustrations and offering personalized solutions And it is precisely these exciting topics that I will tell you Bring something closer in the next 20 minutes. But before we focus on the present and future, Let's take a look at the challenges of the traditional Custumer Experience. I'd like to start with a personal experience which illustrates the challenges of the traditional Custer Experience relatively well. Some time ago I wanted to book dinner in a restaurant to celebrate the successful completion of her diploma exam with my wife. And I can tell them It wasn't an easy process After all, it is impossible to predict the success of the test. And we have decided to decide spontaneously What we wanted to do. And that's how it happened that the online reservation was no longer possible as this had to be done at least one day in advance. So they picked up the phone And there were the well-known problems. On the one hand, limited availability, which was linked to the opening times of the restaurant and on the other Then long waiting times, respectively. A complicated process as the employees were of course also busy with their daily business in the restaurant. In the end, after just under 13 minutes, I had Fulfilled my mission and reserved the table for dinner. And I think This example shows quite well that the traditional customer experience often resembles a maze It is complex Confusing and full of dead ends So a simple process for making a table reservation should It doesn't really take longer than one to two minutes, you would like to believe But as you can see You can lose resources and energy with under a lot of time. In this example, just 13 minutes What are the remaining challenges in the traditional customer experience? So there's the lack of scalability and the inability to to respond to individual customer needs, in mind. In practice, it means that many companies are having difficulties to grow quickly or to respond to peak demand times, because customer service staff is limited. And at the same time, the current customer experience increasingly requires tailored interactions, Which conventional methods simply often can no longer offer keyword needs. It is no secret that today's customers expect a personalized and seamless experience regardless of the platform or medium that they choose. They expect that the needs and wishes are understood and met, and in a way which is convenient and efficient for them. And yet many companies feel stuck in this maze of expectations and requirements. So how can we close this gap How can we improve customer results while optimizing our business processes? The answer may lie in artificial intelligence So let's dive deeper and explore the possibilities. Challenges like these along with the time-consuming and often faulty integration of AI. In customer service, these are often exactly the things which we can overcome with modern solutions. Now let's take a look How AI can help And the rapid development in the world of artificial intelligence and technological progress, which has been enormous in the last six months alone There is only one factor in this. In this context, we are also witnessing the profound change in the way How we understand our customers and how we do business. K I is the key to customer understanding. The times where we could rely on surface analyses and simplified customer segments are over. Today we live in a world in which customer expectations are constantly rising and tolerance for poor service is falling. In this rapidly changing landscape, there is a deep Understanding customer needs and pain is crucial. And that is precisely where the true strength of Ki lies. It gives us a key to understanding our customers in a way which was previously impossible due to the analysis and interpretation of huge amounts of data. Does AI enable us to see the world from the perspective of our customers It helps us to identify their frustrations to anticipate their needs and offer personalized solutions Think of a scenario In which a customer has a problem In the traditional Customer service world, the customer would probably be frustrated and dissatisfied. With AI, however, we can turn the scenario around We can identify the customer's problem before it escalates and also offer a personalized overall solution. The result A happy customer who feels understood and appreciated It is therefore more than just a technological tool. Artificial intelligence is a paradigm shift in the way How we interact with our customers It is our key to a deeper, nuanced understanding of our customers, and the better we understand our customers The better we can meet their needs and even exceed their expectations. The changes, that we've experienced in the last few months They're just the tip of the iceberg. With the continuous progress of artificial intelligence and the wider Acceptance in the industry, the opportunities are endless. So let's take this key and see together What we can discover with it. A key step to improve dissatisfaction is to to know and understand the frustrations of our customers What they want. But in practice, this can be complex and challenging. Customer interactions take place on many channels from phone calls via chat, emails, from social media to personal conversations in directly in the consultation or in the shop, Wherever and how can we do all of these effectively track and analyze touchpoints, to get a clear picture of customer frustration? Here too, the answer lies, not surprisingly, in artificial intelligence. But we can clarify that a bit more. In that case Namely. In the Voice of TheCustomer analysis with AI, we can see data from all Capturing and analyzing customer interfaces means reviews of online portals transcripts from recordings, chat, transcripts, e-mail histories. That means It allows us to gain deep insights into emotions and needs win over our customers in a way which is simply not possible with traditional methods. A good example of frustration recognition through AI in Voice of the Customer analysis Could show up in a customer's social media feedback Imagine The customer posts a review as follows The staff were very friendly and helpful, but I had to wait an eternity for my order Although this statement includes a positive sediment the staff were very friendly and helpful, signals the mention a long wait, a negative experience and possibly also frustration. A conventional sentiment analysis could sometimes rate this feedback as positive because it contains a positively worded phrase. And the AI who is trained to recognize customer frustration Can recognize that mentioning the long wait is actually a sign of frustration. The AI can then do this as negative feedback classify and give the company a clue that the ordering process may need to be optimized to shorten the waiting time and thus increase customer satisfaction. This shows How powerful a shark can be to identify even hidden or indirect signs of frustration in customer feedback. Another important point in this context is the company. Second collaboration When we recognize customer frustration, Is it essential that this information is passed on to all relevant departments. This is the only way to ensure that the identified problems are actually solved. Ki can help us to effectively share this data and enable a coordinated response to customer interaction. But what would What if we go a step further? What would be if we could predict the needs of our customers, before they draw attention to it themselves and precisely This is where P protective artificial intelligence comes into play. With advanced algorithms and the ability to to recognize patterns in large amounts of data Can Ki help us Set an example for customers and even anticipate future requirements. That is the power of forecasting. It's not just about to respond to customer statements but also just because To anticipate and proactively respond to problems. It is As if you had a crystal ball which gives you a glimpse of the future of your customer service. So imagine a customer regularly contacts your customer service to inquire about the status of his shipment. With a sophisticated AI tool, this recurring pattern could be analyzed and predicted, that the customer is likely to make another request. The AI system can then proactively send updates to the customer which reduces the need to contact support accordingly or it could offer the latest shipping information right away. As soon as the customer starts a new interaction. Does when he calls mean Does the initial receive information about the status of his delivery, without having to fight your way through one first and without long waiting times. This predictive service not only reduces the workload of customer service staff, but also leads to a significantly satisfactory and seamless result for their customers. The ability of Ki to learn from past interactions and to anticipate future needs is a milestone in customer service. In a constantly changing world where customer expectations are rising Can this ability to anticipate the customer's needs, represent a real competitive advantage for them. Now that we've seen How Ki can help us identifying customer frustration and anticipating customer expectations Let's go a step further and have a look How AI enables personalized solutions It is no secret that personalized solutions are the key to an outstanding customer experience Every one of us appreciates it when his individual needs and preferences are identified and taken into account. And this is also where AI comes into play. Thanks to artificial intelligence, we can Go beyond the answer and offer our customers tailor-made solutions. Artificial intelligence can continuously learn from interactions Identify patterns and also make forecasts. This is how you can develop personalized solutions which are tailored to the specific needs and expectations of each individual customer. One example that comes to mind Is a situation In which a customer repeatedly had technical problems with a product Our AI identified this recurring problem and found the customer is tech-savvy, and so the tool was able to create personalized instructions which enables the customer to fix the problem yourself instead of having to wait for a technician. Conversely, When the system recognizes that the customer may not be tech-savvy It may also be able to help with additional questions and adapted instructions to solve the problem. Should it not be solvable Is this a more ideal case to be automated to make an appointment with a technician By using artificial intelligence, for example, we can therefore individually Offer tailored solutions and further increase customer satisfaction? And that's certainly just the tip of the iceberg of What is this artificial intelligence for us Can afford or. What we'll see in the future. Let's continue with the last aspect of my presentation today the optimization of business processes. It has become clear that AI has the potential increasing customer satisfaction, by improving the interaction between customers and companies. But ki can also have a direct impact on their internal business processes by making them more efficient and effective. Customer service is a good example of this. Intelligence can As mentioned in the example above, automate routine requests, by using chat bots to answer simple questions or complete simple tasks. This gives your customer service representatives the opportunity to to focus on more complex inquiries and at the same time to reduce waiting time for their customers. But that's not all Because AI can also help to optimize their data management and analysis. With AI, they can effectively process large amounts of customer data to and analyze to gain valuable insights that help them to make better business decisions. I remember a project there where we also used our Voice of the Customer analysis, to automate customer data analysis, to generate appropriate feedback and the result was a significant increase in customer satisfaction because we were able to identify emerging issues and address them proactively before it led to major complaints. And the special thing about it was that the company who introduced this Voice of the Customer analysis, originally wanted to analyse completely different topics had on the agenda and artificial intelligence then showed That it's about the topics who were known where you just wanted to generate additional output There were also other problems in the company What customers have increasingly complained about. And as a result, it was then possible to respond before the whole thing has become a bigger problem and therefore It was also possible to reduce Churn accordingly. AI therefore not only offers the opportunity to to improve customer satisfaction, but can also contribute to optimize business processes and make your company more efficient A true game changer in the world of customer satisfaction, in other words. In summary, it can therefore be said that that AI has incredible potential to revolutionize customer satisfaction and the customer experience. We've seen How Ki customers identify frustrations can anticipate customer expectations and offer personalized solutions. We've also seen How AI can optimize your business processes and make your company more efficient But this is just the beginning. In the coming years, we will probably see even more impressive applications of artificial See intelligence in customer service and many other areas. I expect that AI is becoming increasingly autonomous and intelligent and that it is always more will be able to to solve complex problems and find creative solutions. In this sense, we are at the beginning of an exciting journey, a journey Where Ki is going to help us to better understand our customers to better meet their needs and ultimately their satisfaction to raise it to an unprecedented level. I would like to encourage them to walk this path with us. Use K I to improve your customer experience and strengthen your customer relationships Because in a world where customers have more and more options and ever higher expectations Is excellent customer satisfaction no longer just a nice extra but a decisive competitive advantage. Thank you for your attention