Laura Meschi

work together with to set this up. We'll go in and try to see if it's an actual bug or whether it's just a tweak of an instruction, whether we need an additional KB article, whether we need to change the existing KB article. So there is a lot of trial and error. And at the moment, there is no functionality to bulk test or bulk QA, which I think in the future is coming and it will be very handy.

especially for a complicated industry like ours, where even the same theme in terms of type of query can be asked in 20 different ways.

especially for a complicated industry like ours, where even the same theme in terms of type of query can be asked in 20 different ways.

especially for a complicated industry like ours, where even the same theme in terms of type of query can be asked in 20 different ways.

It's funny you ask because it's a very much a current discussion that we're having because my role, of course, is I'm mainly responsible for the quality and performance of our external vendor that does the frontline support. And then I got involved into the AI project, but it really takes focus to be able to work on this and improve it in a short amount of time.

It's funny you ask because it's a very much a current discussion that we're having because my role, of course, is I'm mainly responsible for the quality and performance of our external vendor that does the frontline support. And then I got involved into the AI project, but it really takes focus to be able to work on this and improve it in a short amount of time.

It's funny you ask because it's a very much a current discussion that we're having because my role, of course, is I'm mainly responsible for the quality and performance of our external vendor that does the frontline support. And then I got involved into the AI project, but it really takes focus to be able to work on this and improve it in a short amount of time.

So having a pool of experts that is focused on this full time, or at least the majority of their working time, I think it's key to get the best results in the fastest way. way possible.

So having a pool of experts that is focused on this full time, or at least the majority of their working time, I think it's key to get the best results in the fastest way. way possible.

So having a pool of experts that is focused on this full time, or at least the majority of their working time, I think it's key to get the best results in the fastest way. way possible.

My take on this is rather than seeing the AI as a way to cut jobs, is I think a way to scale up the company without growing the workforce so much, but not cutting what we have. So it's bringing the company to the next level without having to add more resources, but definitely having what we have focusing on the more interesting side of the interaction with customers.

My take on this is rather than seeing the AI as a way to cut jobs, is I think a way to scale up the company without growing the workforce so much, but not cutting what we have. So it's bringing the company to the next level without having to add more resources, but definitely having what we have focusing on the more interesting side of the interaction with customers.

My take on this is rather than seeing the AI as a way to cut jobs, is I think a way to scale up the company without growing the workforce so much, but not cutting what we have. So it's bringing the company to the next level without having to add more resources, but definitely having what we have focusing on the more interesting side of the interaction with customers.

My goal is to take away all the repetitive and admin-y kind of tasks that agents have to perform. It's not just... in the realm of repetitive queries and easy queries, but it's also workload management and what they have to do to flip through a case. I think AI is key, summarizing a case, case logging, all these things that take up two, three minutes per interaction.

My goal is to take away all the repetitive and admin-y kind of tasks that agents have to perform. It's not just... in the realm of repetitive queries and easy queries, but it's also workload management and what they have to do to flip through a case. I think AI is key, summarizing a case, case logging, all these things that take up two, three minutes per interaction.

My goal is to take away all the repetitive and admin-y kind of tasks that agents have to perform. It's not just... in the realm of repetitive queries and easy queries, but it's also workload management and what they have to do to flip through a case. I think AI is key, summarizing a case, case logging, all these things that take up two, three minutes per interaction.

We could be spending more time on the phone with a customer, helping them, upselling, giving an advice of where to go next for their holiday. So yeah, investing more time in building that long-term relationship is the way I look at this. AI should be taking away the redundant tasks and giving the agents more time to do what humans are good at. So building relationship.

We could be spending more time on the phone with a customer, helping them, upselling, giving an advice of where to go next for their holiday. So yeah, investing more time in building that long-term relationship is the way I look at this. AI should be taking away the redundant tasks and giving the agents more time to do what humans are good at. So building relationship.

We could be spending more time on the phone with a customer, helping them, upselling, giving an advice of where to go next for their holiday. So yeah, investing more time in building that long-term relationship is the way I look at this. AI should be taking away the redundant tasks and giving the agents more time to do what humans are good at. So building relationship.

Yeah, definitely. And I, I think when it comes to, you know, a, near future and thinking of using AI on voice, for example, the way I would approach this is not saying, oh, now the machines are just going to handle all our conversations and we will deflect everything. It's actually the opposite.