AI has the potential to support the customer contact sector; it can be more efficient, effective and better. In light of a declining workforce, rising costs and a growing need for personal contact, this is good news. At the same time, the use of AI is not without risks, which is why KSF asked us to develop a vision document that they offered to the Social Economic Council (SER), among others.
Together with Customer Contact Company, Y.digital developed a vision document for KSF that clarifies the complex playing field of customer contact. How do we achieve a high-quality and responsible use of AI within the sector? The document provides:
- Strategic frameworks: What opportunities does AI offer in the customer contact sector and how do you arrive at a sustainable AI strategy?
- Development, implementation & monitoring: What does it take for successful development and implementation and how do you mitigate risks during development and after going live?
- Practical handles: Do's & don'ts for organizations that are getting started with AI themselves.
For the vision document, we conducted thorough desk research and interviewed more than 20 thought leaders at the intersection of AI and customer contact. The result is an inspiring vision document and “one pager” with 9 concrete tips for getting started with AI yourself. This provides guidance to all actors in the sector and the members of KSF in particular.
The result
Impact
According to BCG research, only 4% of AI initiatives deliver significant business value. With this vision document, organizations have a concrete foothold to get past the experiment and create actual business value.
The vision document helps KSF members to:
- Understanding the opportunities and risks of using AI;
- Forming realistic expectations about AI implementations;
- Successfully implementing AI programs.
Quote from KSF
“Customer contact is in the midst of a transformation thanks to the rise of AI technology. With this vision document, we are concretely contributing to organizing high-quality, high-quality customer contact within the sector.” - Roel Masselink
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