Conversational AI has revolutionized customer service. But what happens when the limits of automation are reached? Learn how you can increase customer satisfaction even in overload situations with a clever approach, featuring a guest lecture by Heinz Thürig (CSS).

Will AI replace call center agents in the next 10 years? Conversational AI solutions are now ubiquitous in customer service, automating the responses to simple inquiries. For more complex questions, customers are seamlessly transferred to a human representative. But what happens when all employees are engaged in calls at that very moment? Heinz Thürig, Head of Process Analysis & Consulting at CSS, will explain how an excellent service experience can still be ensured in such a situation.

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