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News detail:

Review: Specialized Event on “AI Voice Automation to Optimize Customer Service”

20 June 2024

Review: Specialized Event on “AI Voice Automation to Optimize Customer Service”

news umb En.jpgOn June 12, Spitch and UMB hosted a specialized event in Zurich focusing on “AI voice automation.” The event aimed to explore current advancements in artificial intelligence (AI) from various perspectives and discuss their potential applications in customer service. Participants from public administration and the utility sectors gained valuable insights into cutting-edge technologies and practical examples presented first-hand.

Inspiring insights from Prof. Dr. Nils Hafner

Prof. Dr. Nils Hafner kicked off the event with a keynote speech, providing profound insights into the interplay between automated services and the human element in customer service. His expertise highlighted the balance between technological innovation and delivering an exceptional service experience.

Expertise exchange and sharing best practices

After the keynote presentation, prominent clients, including the Kreuzlingen city administration and the electricity provider Società Elettrica Sopracenerina (SES), shared their experiences. They presented best practices and discussed the successes and challenges they encountered when implementing Spitch’s AI solutions.

Networking above the rooftops of Zurich

The ensuing aperitif above the rooftops of Zurich provided participants with an excellent opportunity to exchange ideas with industry colleagues and experts in a relaxed atmosphere. This networking session turned out to be an especially valuable part of the event for many participants.


Optimizing customer interactions with technology requires carefully balancing automation and human touch. It is essential to analyze data and the customer journey experience to determine which processes should be automated and where human interaction adds value. Acting in a result-oriented manner and swiftly addressing customer needs is essential. Additionally, the ability to switch channels based on process requirements enhances both efficiency and customer satisfaction. To summarize: leveraging technology in customer communication should aim to improve service quality and boost operational efficiency.

We are thankful to all the participants and speakers for an informative and inspiring afternoon. Spitch’s conversational AI solutions, seamlessly integrated by our partner UMB, offer substantial value for the public sector. We look forward to further strengthening the AI ​​community on future occasions.

You can find the presentations and more information from the event here.

Stay tuned! – Spitch and UMB make processes more efficient and help improve customer experience. Contact us!