The COVID-19 pandemic advanced the way companies do business and accelerated the development of digital technology. The number of customers requiring remote or digital support has grown drastically, with a broadening of choices from online media like Twitter and Facebook to telephony and email, chatbot and video calls.
The challenge is not, how do we support a better conversation with our customers? But, how do we support multiple conversations, with varying degrees of complexity, while meeting the needs of the individual?
Rita works as part of a diverse team of agile developers bringing together new technologies like AI and Knowledge Management to provide flexible customer care solutions across a range of industries. She is currently working with Java, supporting the backend of Telia’s award winning ACE Contact Center as a Service (CCaas) solution, which works by consolidating data across all customer touch points (e.g. social media, video call, CRM) to enhance analysis capabilities, improve customer experience, and provide better conversations.
During the pandemic, healthcare providers were able to quickly reduce the need for physical visits by introducing remote video calls and phone consultations — limiting the spread of infection and protecting vulnerable patients. The system, which was urgently deployed in response to the crisis, was enabled by Telia’s ACE solution, connecting healthcare employees to their patients remotely. Today, ACE is recognised as one of the best CCaaS platforms in the Nordics.
“The main challenge with developing these kind of systems is reliability and speed,” says Rita. “We think about all of the possible errors that can occur, catch them, and pinpoint exactly where something didn’t work. In this way, we can continuously improve the system, making it better.”
She says of her team, “We speak daily and keep each other informed about the tasks we’re working on. We do code reviews to become better developers. It’s the best type of learning when you’re actually using your knowledge in the real world.”
We’re Telia. And we’re making better customer service happen with AI.
