CX: Martin Sassenfeld, Lufthansa
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Lufthansa Director of Customer Services Product Development Martin Sassenfeld join us and shares that "There was a big battle between sales and service and who can do the first-use cases, IT, business, etc.” He continues that customer service won the internal battle. "We won the chance to build our first-use case where we wanted from customer experience side really sort of a customer pain point. Not to make a use-case where you increase sale, but where you really look into your customer services and where the customer pain points are and to solve these problems with artificial intelligence.” While Martin, his team and the organization already consider the chatbot solution they’ve implemented, artificial intelligence- it’s the self-learning capabilities and analytics to come which "can identify clusters of intents and customer pain points so they can develop some dashboards and make the tool usable for different roles in the organization."
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