{"id":33327,"date":"2024-01-16T10:45:53","date_gmt":"2024-01-16T09:45:53","guid":{"rendered":"https:\/\/www.digitalcustomercare.eu\/redefining-customer-interaction-the-rise-of-the-machine-customer\/"},"modified":"2024-01-16T10:52:11","modified_gmt":"2024-01-16T09:52:11","slug":"redefining-customer-interaction-the-rise-of-the-machine-customer","status":"publish","type":"post","link":"https:\/\/www.digitalcustomercare.eu\/en\/redefining-customer-interaction-the-rise-of-the-machine-customer\/","title":{"rendered":"Redefining Customer Interaction: The Rise of the Machine Customer"},"content":{"rendered":"
In a bold move towards the future, Deutsche Telekom, once a state-owned telecommunications giant, is doubling down on the automation of customer interactions. The head of their innovation team, Claudia Nemat, is setting the stage for a paradigm shift, where interacting with a human employee remains an option<\/a> but not the sole focus. This strategic move acknowledges the evolving preferences of customers, who are increasingly open to the idea of engaging with digital companions instead of navigating traditional customer service channels.<\/p>\n As the curtain lifts on the potential of GenAI in the customer contact sector, we find ourselves standing at the forefront of a transformative journey. The push towards heightened automation is fueled by various factors, including high employee turnover, soaring wage costs, and the challenges posed by a competitive labor market. Recent conversations with pioneers in customer contact unveil a sentiment that AI is not merely an assisting tool but is becoming the primary driving force, reshaping the role of customer contact employees into more strategic positions as ‘controllers’ and ‘directors’ rather than mere executors.<\/p>\n Simultaneously, customers are experiencing a shift in the dynamics of their interactions. We’ve become accustomed to the convenience of chatbots, self-service platforms, and interactive web pages. Engaging in conversation with machines, whether through speech routing or virtual assistants like Siri, has become second nature. However, existing applications have limitations, as seen in Siri’s struggles to seamlessly integrate with other apps and the inability of speech routing to smoothly connect with a CEO’s mobile number.<\/p>\n