Automating e-commerce customer service with AI
Can assumptions from 20 years ago still hold true today? If not, why do so many e-commerce sellers still see a person glued to a headset all day as the foundation of good customer service?
This talk will show you why the traditional call center has become a growth barrier in today’s world of fast deliveries and high customer expectations. You’ll learn how to build an efficient support system where people act as specialists for complex cases — not the first line of defense.
Daniel Formela
Founder and CTO of Responso — a customer support system that is transforming communication for Polish and international e-commerce businesses. With over 20 years of experience in the IT world, he successfully balances professional achievements with family life. Privately, a devoted husband and father, as well as an avid runner. He finds rest and inspiration most often among mountain peaks.
