With digital startups like Sumup, the use of new software is obvious, but can Solvemate even reach customers of the long-established Berliner Sparkasse?
Of course, we try to prevent emails or phone calls. In my opinion, customers should be able to help themselves in 2019. Nevertheless, a customer like the Berliner Sparkasse should not give up personal support and continue to offer the traditional contact options in addition to Solvemate.
Where do we stand in the establishment of Virtual Agents?
I like to compare this with online trading: 15 years ago, no one could imagine that we would order products for everyday use via the smartphone on the Internet. Similarly, customer support could evolve, at all ages. I am now 30 years old and meanwhile my parents also order at Amazon.