In cooperation with Merantix Labs we created an interactive series of events so that we can bring AI in all stages of the value chain to life.
Because there’s a simple fact: Using AI applications can generate impactful added value for the whole company.
The central question is: How?
Answers to that questions are provided by Nicole Büttner-Thiel (CEO and co-founder Merantix Labs) und Charlotte von Dryander (Project Manager Merantix Labs). Throughout four lectures, the two experts talk about the potentials of AI in combination with Smart Production, Smart Logistics, Smart Sales and Smart CRM – each with its own use case and specific advice on what to do. In our series of articles, we’ll write about the different use cases so that you can see that advantges of AI on the value chain.
Charlotte von Dryander presents:
AI Use Case in Smart CRM – Partially Automated Customer Interaction
Problem: Many companies are faced with the following question: How to digitally scale personal customer interaction while measuring in customer satisfaction and process costs? Employees often have to manually process countless customer requests (email, chat etc.). The low degree of process standardization leads to errors and decreases the quality of the customer interaction. Request processing carried out by persons who are not responsible for the process accrues additional expenses in time and money.
AI solution: An AI solution creates an automated classification systems and forwards service requests to the right address while taking content and message priority into account. Technologies like natural language processing (NLP) are able to process and classify language and text. Such algorithms enable forwarding service requests to specific departments or persons using intelligent classification.
Results: Quick classification leads to a (partially) automation of customer interactions without compromising the customer’s quality perception. Quite the opposite, the accelerated standardized processing of customer requests results in an increase in customer satisfaction. At the same time, internal processes are reshaped into more lean and efficient operations since employees have, as a result, only to deal with relevant information.
Charlotte von Dryander is a project manager at Merantix Labs. From identifying AI application uses to the implementation of appropriate solutions, Charlotte supports customers every step of the way. Before Merantix, she worked at Axel Springer in consulting and helped companies with developing new digital strategies and validating new business or product ideas. She studied chemistry and economics at the Technical University Munich and completed a master’s degree in business and economics at the Erasmus University Rotterdam.
Merantix Labs develops innovative, custom-built machine-learning solutions for companies from various sectors. They oversee the complete implementation of process and production automation for their customers – the guarantee the quality of their products.
In the last episode ...
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