looking back at the KCC Congress 2024
The fourteenth edition, at Spant! in Bussum, was full. What we heard there was not about technology.
A full room, familiar faces and plenty of new ones. We were there with a stand, and most of the day went on conversations.
what stood out in the room
The tone has shifted. A few years ago it was mostly about automation and cutting costs; this time the questions were about conversation skills, about the tenant or resident on the other end, and about the relationship. Not less technology, but technology in service of that.
That matches how we put it ourselves: automated where it can be, personal where it has to be.
what we showed
Automatic summaries. The call is turned into text and a summary with action points is there immediately. That saves up to two minutes per call, and those two minutes go to the next caller instead of typing up what was just said.
More about what already works and what is still in development is on practical AI.
this connects to
practical AI
Automatic summaries and a Virtual Agent that handles the simple questions.
read on news · 5 April 2024Woonin live with Unexus Connect
The housing association handles up to a thousand conversations a day.
read on article · 19 March 2024customer-focused is not the same as caving in
Staedion on outages, trust and what a contact centre needs in order to work.
read on
