AI in customer service is evolving from a simple response bot into intelligent assistance and automation solutions that understand information, support processes and specifically relieve the workload of both staff and customers. The more such systems are able to independently initiate processes and access corporate data, the more important control, data sovereignty and a secure architecture become.
As a specialist in communication automation for enterprises and telcos, CreaLog puts precisely this combination of technology, process understanding and secure integration into practice. Our AI platform lays the groundwork for integrating AI into existing service architectures in a channel-independent and responsible manner, and for enabling it to operate effectively through clear guidelines, controlled data access and flexible integration with corporate systems.
In an interview with cmm360, Michael Kloos discusses why, when using AI, it is not just the language model that is crucial, but above all the underlying architecture. In doing so, he addresses key questions currently on the minds of many companies: Where do the biggest errors in reasoning and misalignments occur in AI projects? Why are clear boundaries between model, data and actions necessary? And how can AI solutions be designed in such a way that they prove their worth beyond a demo whilst remaining controllable?
