[VDBUH2024] Andreea Mihăilescu&Alexandru Ivan -Finding the balance between human and bot interaction

The integration of artificial intelligence in customer service has become a natural step, offering both efficiency and scalability. However, the challenge of maintaining a personal touch, while leveraging the speed and accuracy of bots, remains a valid point for companies. We’ll share our approach and how do we navigate in this journey, without compromising the customer experience of our clients. By analyzing current approach and future plans, our use case aims to provide practical insights for those that are trying to harmonize the efficiency of bots with the value of human connection.