“How does Lena, our end customer, benefit?”
In our product demos, we love showcasing the BSI software by using personas. In this demo scenario, our cherished end customer is called Lena, and we step into the roles of employees of Volta, our fictional company. Here is one example: Lena is pleased with her supplier, Volta, and has confidence in the brand. But at some point, a new need surfaces: a question, a concern, or simply the desire for interaction.
The critical part is this: Lena wants to control how she initiates contact.
She might write a WhatsApp message. Or she might send an e-mail. Or she might turn to the chat agent late at night. Since the incoming channels are intelligently orchestrated, Volta instantly understands the context of Lena’s request and responds in a way that aligns with her personal preferences.
And in this process, it is the chat agent that fundamentally transforms the customer experience. Instead of generic answers, Lena receives targeted, situation-appropriate support, informed by her previous interactions and her needs. Available around the clock, plus fast, personalized, and relevant.
And when things become more complex, the interaction shifts seamlessly to personal, human guidance. This is exactly what the ad-hoc meetings with BSI Engage, for instance, are for. With no installation needed and a straightforward process, Lena can jump straight from a digital request into a personal conversation. A simple chat turns into genuine closeness in a matter of seconds.
The exciting part is this: AI agents will become part of this interaction in the future as well. When Lena activates her personal agent, Agent Relationship Management ensures that AI-supported communication happens exactly in the right customer context.
“And how do companies benefit?”
Companies face a key challenge today: How do we build consistent, empathetic customer relationships across all channels? Meet brings marketing, sales, and service together in an omnichannel collaboration.
And this is where Meet unfolds its strategic value. Thanks to the intelligent orchestration of all interactions, customers have the right communication channels available to them at all times – tailored to their personal preferences and their real-time, situation-specific context. At the same time, companies benefit from more efficient processes and new automation options. AI supports them in this – not only selectively but throughout the entire customer journey. The key benefits are:
- Consistent communication across all CRM channels
- Quicker response times and 24/7 availability
- A more personalized customer experience despite scaling
- Lower service and process costs
- End-to-end lead processing with smooth handoffs
- Measurably higher Customer Lifetime Value (CLV)
- More referrals (NPS)
- Greater customer satisfaction and sustained customer loyalty
- More efficient collaboration in hybrid teams consisting of people and AI, as well as improved employee satisfaction
How is the Customer Value Meet evolving?
To stay with the above example, we are currently seeing a fundamental transformation in the interaction between Lena, our customer, and Volta, her supplier. In the past, channels were viewed in isolation and were planned as part of customer journeys: phone, e-mail, personal advice, or chat. Today, AI agents determine the next step in the interaction, helping companies communicate with greater relevancy and empathy.
At the same time, we are creating more and more supporting BSI Elements on our CRM platform, covering all aspects of Meet. This includes, among other things, AI-based adviser assignments, meeting summaries, speech-to-text features, as well as intelligent cues for call preparation and post-processing.
What is particularly compelling is the AI-based chat agent as a purely digital, approachable interaction channel, contrasted with the ad-hoc meeting for personal, almost spontaneous advice. A customer might start, for example, in a chat and, whenever needed, she/he jumps straight into a personal consultation with a human agent via BSI Engage – without a single break in the experience.
Yet the goal never changes: creating genuine closeness, both despite and because of digital scaling.
