Marie Angselius
Marie Angselius
Marie Angselius-Schönbeck is Chief Impact Officer and Chief Corporate Communications at Teneo.ai, a company in Conversational Customer Automation and Voice AI. In 2019, she founded Women in AI by Amelia, a global initiative to help close the gender gap in STEM. She has worked in th Conversational AI-industry for 7 years.
Revolutionizing Customer Service: The Shift to Agentless Contact Centers
The traditional contact center model is evolving into something more advanced: agentless contact centers. Powered by artificial intelligence (AI) and automation, these centers are...
Addressing First-Contact Resolution Challenges for Better Customer Experience
Understanding Bad First Contact Resolution (FCR) Bad First Contact Resolution (FCR) is a significant issue in customer service, where inquiries are not resolved during the...
How to Use ChatGPT-4o in Customer Service
OpenAI´s launch of GPT-4o marks a significant leap forward in LLMs (large language models) in regard to combining the capabilities of text, audio, and...
Is Conversational AI Dead in the Age of GPT and Other LLMs?
The rapid advancements in Large Language Models (LLMs) like GPT have sparked a debate about the future of conversational AI. While it's tempting to...
The Evolution of Customer Service: Generative AI’s Role in 2024 and Beyond
What's driving the prioritizations in Generative AI? As the spotlight has shifted to customer service, what can we expect from customer service in the...
The £126 Million Problem: How Call Abandonment and Misrouting Are Costing UK Contact Centers
Introduction to the Call Abandonment and Misrouting Problem We've all been there — stuck on a phone call with an automated service, unable to...
AI-Powered Contact Centers Revolutionize Customer Experience in the Healthcare Industry
The healthcare industry is witnessing a significant transformation in customer service, thanks to the integration of Artificial Intelligence (AI) in call center operations. Among...
The Future of Customer Service: Key AI Developments in Contact Centers for 2023
Contact centers are witnessing a significant transformation. The Covid-19 crisis led to a surge in call volumes and a decline in customer service agents,...
Average speed to answer in 2023 is the highest ever recorded
Keeping Customers Waiting Leads to Call Abandonment, Lost Revenues, and High Staff Attrition Rates The amount of time callers wait in a queue before being...
Transforming Customer Service: How to Balance Traditional IVR and Conversational IVR to Drive Business Growth
In the age of digital communication, it's crucial for businesses to maintain a strong customer service presence. Interactive Voice Response (IVR) systems have long...
Is the IVR, as we know it, dead?
COVID-19 is yet again keeping people indoors and socially distanced, and many states and countries and are reapplying restrictions. And with the lack of...