Interactive technologies in the customer service sector
evolaris investigated the application options for interactive technologies in the customer service sector within the framework of a research project carried out jointly with AVL List GmbH.
The aim of the project was to work out options of fulfilling customer requirements for service organisations as efficiently as possible via the use of information technology. The trends in the field of service provision, both on the service provider and customer side, were established via international benchmarking. Development options at AVL were identified and described on the basis of these results.
The project results offered AVL a structured presentation of the current state of the art in the field of customer service experience and the support interactive technologies can provide to the service process.