AI-driven customer interactions - Jan Hofmann - Deutsche Telekom

The brains of much-hyped chatbots and digital assistants range from simple, rule-based systems to complex deep learning applications. Two years into our journey to explore the future of telco customer service using digital assistants, we report on key learnings from these real-world applications and their daily interactions with our customers. What can perfectly be done by a simpler, rule-based bot? Where and how does an AI-based machine really make a difference? Which AI nuts should be cracked next to further improve the business case for AI-driven customer interactions?

About the Speaker - Jan Hofmann is VP eCompany Products at Deutsche Telekom. In this role, he is responsible for the development and operation of products driving DT’s digital transformation. In addition, he is heading up DT Group’s innovation initiative eLIZA that drives the evolution of customer service using artificial intelligence. Jan joined DT in 2008 with a first tenure at Group Strategy. In 2012, he became Head of Video Advertising at digital advertising subsidiary InteractiveMedia, where in 2014 he moved on to set up a product department as VP Product. Before joining DT, Jan worked with Daimler and Deutsche Bank. He studied Physics and Product Design, and holds a PhD in Human Computer Interaction.