More AI, more time for customers
Few technologies have generated as much attention as artificial intelligence. Almost every week, someone asks whether we’re working with AI. The answer is, of course, yes. We build AI-powered solutions, and we believe AI will play an important role in the future of contact centers.
But the more important question always comes next.
How should AI actually be used?
Many conversations about AI quickly become conversations about chatbots, virtual assistants, and automating customer interactions. In some situations, those are absolutely the right solutions. But we don’t see them as the end goal. For us, the question isn’t how much we can automate. The question is how we can create a better customer experience.
That perspective comes from the way we think about customer service. For more than 20 years, we’ve worked closely with companies, municipalities, and organizations across Denmark and the Nordic region. Time and again, we’ve seen how relationships, trust, and genuine human interaction continue to matter. When people call their bank, insurance company, municipality, or service provider, it’s often because they need help, guidance, or reassurance. Those conversations aren’t always better when you remove the human element.
That’s why we see AI as something that supports people – not something that replaces them.
When we develop AI capabilities, our focus is on making routine work easier. We want to eliminate manual note-taking, simplify documentation, and provide better insights into customer conversations. We want to free up time so employees can focus on what they do best: listening, advising, and delivering great customer experiences
That’s the thinking behind Zylinc Post-Call Analytics. AI automatically transcribes conversations, creates summaries, and identifies follow-up actions – not because AI should handle the conversation, but because employees should spend less time on administration afterward and more time helping customers
We don’t believe great customer service comes from replacing people with technology. We believe it comes from using technology to help people do their best work.
That’s the role we want AI to play at Zylinc.
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