Melita says that in the past three and half years it went through a “transitionary period”, during which it invested “heavily” in new processes, as well as training, to improve customer experience. Independent research reveals that customer satisfaction ratings at Melita have increased to an average of 8.9 out of 10, Melita says.

“In recent years there have been a lot of changes at Melita. During this time, I’ve been privileged to work across a number of departments, including sales, finance and human resources, before focussing on process improvement,” Ms Costa said.

“As the way people interact with Melita continues to change dramatically, particularly with the growth of digital channels, we have worked hard to improve our customers’ experience. I’m determined, together with my excellent team, to continue to deliver further improvements across all channels,” she added.

“There are few people who know Melita, and our customers, as well as Graziella,” said Melita CEO Harald Rösch.

“Having played a crucial role in helping us to significantly improve our customer experience in recent years, I am confident that, together with her team, she is best placed to deliver further improvements which meet, and exceed, our customers’ expectations,” the CEO added.

Digital channels are of increasing preference for customers contacting the company, Melita says. Recently Melita observed a 60% rise in customers opting for digital channels, such as the telco’s in-built chat or social media messaging.

The post Melita names new Head of Customer Experience first appeared on The Malta Business Weekly.

Through this automation investment, Betsson aims to strengthen its customer experience through digital transformation for customer convenience while empowering its service agents to take on more complex inquiries that drive customer value, the press statement says.

“At Betsson, we are focused on creating the best possible experience for our customers, and that means the tools we use need to be powerful and flexible enough to match our vision,” said Jesper Svensson, CEO of Betsson Operations. “By implementing Ada’s AI-powered automation, our customers can now trust that support is available anytime they need it, in their first language,” he added.

Ada’s platform enables Betsson to build and launch a chatbot in less than a month, integrate with Betsson Group’s existing live chat provider to provide automated answers in seconds, and to provide a “seamless contextual handoff” from chatbot to live human when requested.

Ada tags the partnership as a landmark in its history. “Betsson Group is consistently honoured with top industry awards that recognize its commitment to driving customer service excellence,” said Mike Murchison, CEO of Ada. “We are proud to work with Betsson to ensure the automated experience matches and enhances the high-quality, award-winning support their customers have come to expect,” the Ada CEO added.

The post Betsson deploys Ada’s AI-powered chatbot service first appeared on The Malta Business Weekly.