In this open and interactive webinar we will interview the responsable for Conversational Touchpoints in Deutsche Telekom. Nowadays the company follows a new innovative approach to Telekom´s customer dialogs with the objective to enhance customer experience.
We will talk about Customer Chat, IVR, messaging (SMS, WhatsApp, etc) and different processes that require different levels of automatization. We will discuss what can be automatized, what has to stay human, how conversational processes handle NPS vs. Efficiencies, etc.
All questions will be very welcome!