350+ Service Experts: 3 Takeaways on AI+Humans
5th of October 2023
Malin Marker Persson, former CIO at Akademikernes A-kasse, presented together with SupWiz CEO & Co-founder at KISS 2023 - Denmark’s largest conference uniting both customer service and IT Service Desk.
An AI revolution was addressed at this year’s KISS conference! With her main focus at the interplay between strategy, technology, and organization, Malin Marker Persson, the former Development & Digitization Director at Akademikernes A-kasse (AKA), found the crucial aspects to succeed with implementing different technologies such as AI!
Below you can see our top 3 takeaways:
Personalized AI Experience: Listen to your users and agents – and use this data. AKA made sure to target specific needs by collecting data through our SupChat (livechat) before implementing the chatbot.
AI + Humans Allying: Include your agents as part of the AI journey. AKA takes an extra step to identify how humans and AI agents can contribute to work processes in their own way!
Omni-channel Setup: Meet your end-users on their preferred channels – whether that is through a Chatbot, SupChat (livechat) or Voicebot, like AKA has done over the years.
Malin Marker Persson
Former CIO at Akademikernes A-kasse
Stephen Alstrup
CEO & Co-founder at SupWiz
Leading Digital Transformation as a CIO in the Top!
Malin is selected as one of the best CIOs in Denmark, due to her focus on strategy, technology, and organization at AKA.
At SupWiz, we are very proud to take part in AKA’s digital journey over the last four years - today AKA is a frontrunner when it comes to improving member service and support processes with AI!
Largest unemployment insurance fund in Denmark
24/7 availability, task automation and personalized service
Improved member and employee satisfaction
In-depth understanding of members’ habits and needs
Integration into CRM (Netcompany)
AI IVR
Get inspired by Malin approach to AI and humans working together
About Akademikernes A-kasse
With 278.000 members and around 250 employees, AKA is the largest unemployment fund in Denmark. Besides offering financial security when a member becomes unemployed, AKA also offer coaching and guidance regarding members’ transitioning from student life to working life – stretching from when newly graduates is searching for their first job, to providing advice while in between jobs or considering becoming self-employed.
About SupWiz
SupWiz is an award-winning SaaS, delivering next-generation AI solutions to improve end-user service and support processes. Our omnichannel and modular solutions include chatbots, voicebots, emailbots, ticket classification & routing, real-time AI assistance for agents, knowledge search engine and more.
The solutions enhance existing support systems such as Zendesk, ServiceNow, TopDesk, Puzzel and many more, improving end-user and agent satisfaction and increasing efficiency. Thousands of agents across different industries use SupWiz' AI solutions, benefiting millions of end-users in multiple languages. Our customers include several large public institutions (e.g. Tax Authorities, Hospitals, Governmental units) and private organizations like DSV, NNIT, One.com, TV 2 and many more.
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