Page 297 - The Design Thinking Playbook

What might a possible vision of the customer dialog with artificial intelligence look like?

We recommend taking the first steps in working with AI in an area in which a great deal of interaction
data is available that is recognizable and, hence, comprehensible to the machine. Within this area,
applications can then be found within which routine activities are identified by means of AI and then
outsourced to it in the future. This way, the benefit that is to be achieved by using AI in the customer
interaction can be assessed quite clearly right at the onset. 1 TEXT 2 LANGUAGE 3 IMAGE
Based on this initial experience, not only can more use options be better assessed, but more fields of VIDEO
application based on them can be found. One good starting point can be the customer dialog via e-mail,
because this type of customer interaction still shows a great deal of potential for boosting efficiency and a
solid database is usually on hand.

Example of a traditional interaction Example of support with cognitive computing
• No answers • Automated and appropriate response
• Long waiting time • Faster processing
• Repeated interaction • Interaction adapted to customer concern

Customer System Agent Customer System Agent

Customer-specific
NoReply NoReply
Automatic answer

Contact Center Self-care

Automatic
process

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