Customer service: Understand first, then automate

In his guest article for cmm360, Alyza founder Markus Stumpe explains why companies should not rush to automate customer service. AI-powered Interaction Analytics can systematically analyze calls, emails, and chats, revealing contact reasons, resolution rates, sentiment trends, quality indicators, and recurring process problems.

This data allows companies to choose between three approaches: preventing customer contacts through proactive communication, supporting employees with an AI assistant, or fully automating clearly structured inquiries. Complex situations requiring empathy, contextual understanding, and human judgment are better suited to augmentation. The objective is not maximum automation, but the appropriate level of automation for each use case.

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