WEBVTT 1 00:00:00.269 --> 00:00:04.769 (soft beat music) 2 00:00:11.890 --> 00:00:15.760 Bionic operations fundamentally reshape 3 00:00:15.760 --> 00:00:20.400 the customer experience by adding new service dimensions, 4 00:00:20.400 --> 00:00:24.660 one of them being customization down to the individual level 5 00:00:24.660 --> 00:00:28.250 and subject to the specifics of the situation, 6 00:00:28.250 --> 00:00:31.240 all of that driven by AI. 7 00:00:31.240 --> 00:00:34.140 Service customization in the past 8 00:00:34.140 --> 00:00:38.890 was characterized by assigning customers to static segments. 9 00:00:38.890 --> 00:00:42.770 In this model, a customer qualified as a gold customer 10 00:00:42.770 --> 00:00:45.840 based on socio-demographic criteria 11 00:00:45.840 --> 00:00:49.100 like profession, income, et cetera, 12 00:00:49.100 --> 00:00:51.280 and would therefore always receive 13 00:00:51.280 --> 00:00:54.150 the same high level of service. 14 00:00:54.150 --> 00:00:56.010 With the bionic insurer, 15 00:00:56.010 --> 00:00:59.600 segmentation happens not according to the customer, 16 00:00:59.600 --> 00:01:03.580 but in real time according to customer interaction. 17 00:01:03.580 --> 00:01:07.000 For example, if the same customer lost her luggage 18 00:01:07.000 --> 00:01:08.380 at the airport, 19 00:01:08.380 --> 00:01:11.910 she would be offered a self-service option. 20 00:01:11.910 --> 00:01:15.570 If, on the other hand, she got sick abroad, 21 00:01:15.570 --> 00:01:19.680 she would be offered personal assistance via a video chat, 22 00:01:19.680 --> 00:01:21.930 including arrangement of a doctor 23 00:01:21.930 --> 00:01:23.773 to look after her in the hotel. 24 00:01:24.680 --> 00:01:29.160 We call this model Dynamic Mass Personalization. 25 00:01:29.160 --> 00:01:33.960 It provides the right experience to the right customer 26 00:01:33.960 --> 00:01:37.510 at the right moment through the right channel. 27 00:01:37.510 --> 00:01:41.650 What comes with it is the need for micro standards. 28 00:01:41.650 --> 00:01:43.050 In other words, 29 00:01:43.050 --> 00:01:47.570 the ability to define and manage SLAs 30 00:01:47.570 --> 00:01:50.130 at the micro segment level. 31 00:01:50.130 --> 00:01:54.010 The prerequisite of Dynamic Mass Personalization 32 00:01:54.010 --> 00:01:57.930 is the digitization of all customer interactions, 33 00:01:57.930 --> 00:01:59.283 regardless of channel. 34 00:02:00.150 --> 00:02:04.000 With an ever-growing database of customer interactions, 35 00:02:04.000 --> 00:02:07.780 AI can test and learn which type of service 36 00:02:07.780 --> 00:02:10.490 works in which situation, 37 00:02:10.490 --> 00:02:12.963 maximizing customer satisfaction. 38 00:02:13.810 --> 00:02:17.030 Therefore, based on a minimum number of criteria 39 00:02:17.030 --> 00:02:21.020 to be checked at the initiation of the customer request, 40 00:02:21.020 --> 00:02:24.730 the system can identify the most suitable channel, 41 00:02:24.730 --> 00:02:28.840 service rep, type of language and tonality, 42 00:02:28.840 --> 00:02:31.300 and much more, tailoring a customer service 43 00:02:31.300 --> 00:02:34.033 that could never have been delivered in the past.