Bianca Zwart

So that means that AI is built directly into our backend interface.

So we can really answer your question based on your profile, your situation.

It's not just this annoying chatbot that you can't get through.

At the same time, we also use AI to see what the bottlenecks are for users and where the biggest bugs are.

So we see a lot of

Well, we see a lot of positive development, but with anything, it's about how you design it, what the outcome is that you're looking for, who's accountable, and how you process it or how you structure it accordingly.

And that depends per company.

Yeah.

Well, not directly like that, but we structure it a bit differently, which I think is more effective, but I'm always open for input.

So at the end of the day, if you're reaching out to customer support, for example, at any company,

you want to be helped, there's three things.

And we've used these three things ever since the start of Bunk, also before we were using AI.

We call it the support triangle.

There's three things you want your question to be answered.

So at first it's like, did I answer the question?

The second one is, do I know what to do next?

And the third one is, how did this make me feel?

Which is often forgotten in many customer service situations, not just when AI is used.

So the way we measure is not necessarily like focusing on the AI part, but on the happiness part.

So any process we have measures at the end of the interaction, how happy people are with the interaction they just have.