Customers’ and members’ service expectations are more significant than ever and the minimum requirements from them are increasing. So, how do you continuously deliver extraordinary customer service and support to keep your customers?
At Create Better Service With AI! (Danish: Skab bedre service med AI!) several organizations will share their real-life experiences and how AI has increased quality, saved time, and gotten them accurate and consistent in-depth data insights - all for different support channels.
The event will be held in Danish. Stay updated with the program below or here.
Sign up via the button below.
Program & Speakers
We are updating the program continuously, so stay up to date here.
15:00-15:10: Welcome! Introduction and overview of the day
Anders Høeg, Moderator and technojournalist
15:10-15:30: Truly visionary: How to future-proof your organization
Søren Christian Søndergaard Poulsen Senior Director, Head of Natural Language Processing, Data & Analytics, ATP
How do we service the citizens of the future? With his visionary perspective, Søren Poulsen will present his reflections on how technology and AI can help users of the future and what it will look like with further technological developments. People are getting more used to automation and self-help on several communication platforms and expect answers within seconds.
15:30-15:50: How to improve products and services with AI input from support
David Walker, Support Systems & Process Manager, one.com
By using AI and multilingual support in their chatbots One.com increases customer satisfaction while reducing waiting time and matching their end-users’ language.
15:50-16:10: Break
16:10-16:20: How is AI used in Denmark today?
Peter Lemcke, AI Denmark
In this session, we will give an overview of how AI is used in Denmark today and the results achieved, based on recent analyses.
16:20-16:40: Implementation Management: How to succeed with new technology
Malin Marker Persson, Development and Digitization Director at Akademikernes A-kasse
Akademikernes A-kasse (English: The unemployment insurance fund of the Academics) uses SupWiz Chatbot to improve the member service with 24/7 availability, short response time, and increase self-service.
16:40-16:55: The State of Conversational AI in 2022
Professor of Algorithms, Stephen Alstrup at University of Copenhagen
According to Juniper Research, in 2017 Chatbots were saving organizations around 20 million dollars, in 2022, this number has gone up to 8 billion. In this presentation we will discuss why, what has changed, and what other effects can we expect.
16:55-17:15: Break
17:15-17:25: Many possibilities with service-minded machines now and in the future
Dan Saattrup Nielsen, Senior AI Specialist, Alexandra Instituttet
Right now, Denmark's only IT-specialized GTS institute is, among other things, in the process of creating Danish speech recognition that really works. But the institute also makes AI, which is used to optimize processes, read emails, search documents and decode images – for example, assess car damage faster and more correctly than a human appraiser.
17:25:17:50: Targeted tactics: How to stay focused during a major transformation
Søren Odgaard, Director of Global IT Support Centre at DSV
The third largest company with 75,000 employees, DSV, focuses on automation and technology improvements where the IT support model has been made scalable. Listen to Søren presenting how to define and prioritize using pain points for a tech roadmap, how a sharp focus on pains can help choose a solution and supplier, and how a Best-of-Breed strategy created quick results.
17:50-18:00: AI omnichannel customer service is the future
Ida Damgaard, Communications and Business Developer at SupWiz
As users opt for Omni-channel experiences, so should AI. Easily expand your chatbot into a Voicebot, an Emailbot, or when in need of human support, through agents assisted with AI Co-pilot. Furthermore, leverage combined insights across channels to get the “bigger picture” on your customer support journey.
18:00-19.00: Networking: There will be served snacks, wine, beer etc.
