Therefore must see themselves as service center the entire company and eliminate organizational breaks. That applies for the front – and back-office as well as for all access and output channels, regardless of whether phone, letter, email or website. Customer data is collected by the company in the future not only on all channels, but they are also intelligent prepares to offer the customers an individual, proactive customer service and to exploit its willingness to buy up. “Customer profiles are designed on the basis of which the customers from the existing data automatically clustered ‘ be ‘, so the vision from SemanticEdge CEO Lupo Pape, which he presented at the future Conference of the think tanks of forward2business in Halle (Saale). Around 200 trend and Innovation leaders of German industry discussed the Burg Giebichenstein the future customer dialogue.

According to the language dialog experts Pape, crossChannel services is an important building block for the customer dialogue: result is then pre designed dialog scenarios, either proposed at the contact between the customer or are settled also in outbound dialogs across all media. The consultants in the call center, the staff in the store or the IVR system will go with a hypothesis about the supposed requests of the customers in the dialogue and they will try to solve this concern personally and quickly, or to incorporate clever proposals for products and services, or for stronger customer loyalty,”says Pape. Using a memory function the last customer contact could this be recorded and continued. In the word, the dialog system could turn then do the following to the customer: Hello Mr. Breitenbach, congratulations to the birthday.

You have us Email sent through your problems with wireless Web browsing. These problems to show up with the new z-phone, we have therefore yesterday sent you a new device, that will happen in the next hour. I see that you not at home are straight, you would, that we agree on a new date for the extradition.” Also intelligent personal assistants will continue to gain according to Pape in the face of the increasing mobility of people meaning. The phone is only a kind of precursor. We will see, we can handle most of our service requests via voice input by 2020 with a set”, predicts Pape. The input reserve me a room for the next train to Berlin “make the booking and sending the appropriate train service via SMS with confirmation. Similarly you could place an order for later collection, for example, at the supermarket. Personal assistants and so-called Infomediare could also according to findings by Pape When purchasing decisions, do useful services if you need a comparison, for example, on the road. Through increasing transparency about prices and quality of products due to reviews and user ratings, he sees the challenge now is to prepare these semantically and to combine a personal recommendation.” Thus, it will be possible to establish an automated recommendation dialogue. By Gunnar Sohn