Laura Meschi

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.

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.

It's kind of understanding actually what is it that the virtual agent can do and filter that out and make whatever the humans are needed for you know, at closer reach so that members and we call our customers members can, you know, be closer to the agents when an agent is actually needed rather than trying to funnel everything through the AI and probably frustrating customers.

It's kind of understanding actually what is it that the virtual agent can do and filter that out and make whatever the humans are needed for you know, at closer reach so that members and we call our customers members can, you know, be closer to the agents when an agent is actually needed rather than trying to funnel everything through the AI and probably frustrating customers.

It's kind of understanding actually what is it that the virtual agent can do and filter that out and make whatever the humans are needed for you know, at closer reach so that members and we call our customers members can, you know, be closer to the agents when an agent is actually needed rather than trying to funnel everything through the AI and probably frustrating customers.

But because there is there are certain things that AI will not be able to help our customers with. But the rooting of those questions, picking up the tone

But because there is there are certain things that AI will not be able to help our customers with. But the rooting of those questions, picking up the tone

But because there is there are certain things that AI will not be able to help our customers with. But the rooting of those questions, picking up the tone

of someone, whether a customer is escalated or angry on the phone and immediately passing it through the right type of agent with the right set of skills, that's how I think we should be looking at AI helping us making good connections between customers and agents. Mm-hmm.

of someone, whether a customer is escalated or angry on the phone and immediately passing it through the right type of agent with the right set of skills, that's how I think we should be looking at AI helping us making good connections between customers and agents. Mm-hmm.

of someone, whether a customer is escalated or angry on the phone and immediately passing it through the right type of agent with the right set of skills, that's how I think we should be looking at AI helping us making good connections between customers and agents. Mm-hmm.

Yeah, so the way we approached this was very efficiency driven. As I said, we looked at the highest reason for contacts and we came up with a set of use cases. What we tried to do in the instructions and scope and description of the use cases was to give it enough boundaries so that we have enough control on what it could and couldn't do.

Yeah, so the way we approached this was very efficiency driven. As I said, we looked at the highest reason for contacts and we came up with a set of use cases. What we tried to do in the instructions and scope and description of the use cases was to give it enough boundaries so that we have enough control on what it could and couldn't do.

Yeah, so the way we approached this was very efficiency driven. As I said, we looked at the highest reason for contacts and we came up with a set of use cases. What we tried to do in the instructions and scope and description of the use cases was to give it enough boundaries so that we have enough control on what it could and couldn't do.

but there is a fine line between putting boundaries and between putting limits to it. So it took a lot of refinement, but it's basically based on those use cases that we picked at the beginning. In hindsight, probably we could have opted for less complicated use cases, as I said, and start from simply FAQs, question and answer kind of use cases.

but there is a fine line between putting boundaries and between putting limits to it. So it took a lot of refinement, but it's basically based on those use cases that we picked at the beginning. In hindsight, probably we could have opted for less complicated use cases, as I said, and start from simply FAQs, question and answer kind of use cases.

but there is a fine line between putting boundaries and between putting limits to it. So it took a lot of refinement, but it's basically based on those use cases that we picked at the beginning. In hindsight, probably we could have opted for less complicated use cases, as I said, and start from simply FAQs, question and answer kind of use cases.

However, our industry, unlike, for example, retail, there is much less that you can actually resolve in an FAQ kind of way. So the personalized kind of question about a specific booking, about a specific deal where you actually need to action something, it's much bigger than the simple FAQ environment. So

However, our industry, unlike, for example, retail, there is much less that you can actually resolve in an FAQ kind of way. So the personalized kind of question about a specific booking, about a specific deal where you actually need to action something, it's much bigger than the simple FAQ environment. So

However, our industry, unlike, for example, retail, there is much less that you can actually resolve in an FAQ kind of way. So the personalized kind of question about a specific booking, about a specific deal where you actually need to action something, it's much bigger than the simple FAQ environment. So