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In an interview with Anton Schenk, chief Digital Officer of Capita, who answers five questions about the collaboration with virtualQ.


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Ulf Kühnapfel, Co-Founder of virtualQ, pphilosophizes with Anton Schenk, Chief Digital Officer Capita Europe and Managing Director Capita Energie Service GmbH, about the future of customer service, voice bots and more!The full-length conversation with more exciting questions is available in the very first episode of ourbrand-new podcast format “Service-Talks.”.


From your point of view, what is the 2022 issue that someone who is from customer service should be dealing with?

Ithink the top topic for me personally is digitization in the public sector. I hope by Christmas the federal government has some staying power and addresses the issue. Overall, I believe that 2022 should be understood in terms of digitization in customer service as well.

So what has changed for you during this time of the pandemic, or even now that we’re getting out a little bit?

Much has taken on a different rhythm. Of course, we had to face a new situation, which was the closure of a brick-and-mortar store, the closure of brick-and-mortar customer centers, of stores, of other infrastructure, which of course was also essential for the customer experience, in the past . Of course, this has given us high volumes and high contact rates in contact centers, but also on many digital channels. Not all companies were up to the task.

We were fortunate to have been able to work with you on this topic at a relatively early stage in our joint venture with Stadtwerke Krefeld at the Krefeld site. We were quite able to respond to that with new digital services, with the virtual queue, with the voice bots, with the integration of many products on the websites and many issues in self-service.

We have a few years of experience together now. Where do you see virtualQ‘s greatest potential, for Capita or for your end customers?

We started quite small with a few smaller projects, but in the meantime we are also using virtualQ in many places in our large accounts with over 1000 agents handling two million customer contacts. Denn wir sehen natürlich, dass dies eine sehr, sehr gute Lösung ist.

Of course, my IT team also needs convincing, and it’s no easy feat. After initial difficulties of persuasion, things went very smoothly. After all, we have integrated virtualQ on many of our omnichannel platforms. Be it Altitude, be it Genesis, be it Enghouse product range.

Where is the customer service journey heading for you?

So we are pursuing many issues, of course, but I would like to pick out two at this point. One is the subject data-driven business models. I firmly believe that we still make too little of all the data we have on the customer. We’re leaving a real treasure trove of data there.

And on the other hand, we are pursuing the topic of the hybrid work force. I am firmly convinced that we can automate many activities, many processes, many customer service concerns with voice bots, with chatbots, with micro bots in the background, with cross-system approaches to self-service.

In conclusion: What’s the most exciting client project we’re doing together?

The most technologically interesting thing we did was voice bot. This led to a nice discussion in one of our think tanks, where you were guests. Does a voice bot really have to sound like a human? And the realization then after 20 minutes of lecture was Not necessarily. So even we have to accept that a bot is its own brand ultimately and doesn’t necessarily sound like a human.

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