Recently, we took part in KISS 2025, where the entire customer service industry gathered to share inspiration and visions for the future. The conference confirmed what we at Available already know to be true: customer service has become a strategic business area, where the balance between technology and humanity is crucial.
Here are our most important takeaways from the day.
AI as a strategic assistant
We saw concrete examples of how AI is no longer a distant future, but a practical assistant in everyday work. From saving hours of preparation to giving our employees suggested solutions before they pick up the phone. The message was clear: AI should not replace people, but make us stronger and free up time for what we do best – human contact and sparring.
Customer service as a strong brand
Several cases showed how customer service has gone from being a cost to being a central part of the brand and a direct creator of value. In industries such as estate agency and retail, speed and availability are crucial, but the human contact and our employees' ability to be ambassadors are what create strong customer relationships.
Data, ethics and trust are the future
The potential in data-driven customer service is enormous. By analysing customer interactions, we can gain invaluable insights that improve both our service and our business. But, as was pointed out, this development must be built on a foundation of ethics and transparency. Without customers' trust, the technology loses its value. The classic "CX perception gap", where companies and customers have widely differing perceptions of service quality, is a strong reminder that we must listen and act on data responsibly.
For us, the message is clear: The winners of the future are the companies that manage to combine the efficiency of technology with genuine human authenticity.
At Available, we work every day to translate these insights into practice. We help create solutions that combine Zendesk, AI and best practice, so that customer service becomes a real competitive advantage. Contact us, and let us have a chat about how we can take your customer service to the next level.
Read the full article at: https://www.available.dk/mere-end-zendesk/takeaways-fra-kiss-2025-kundeservice-mellem-ai-data-og-menneskelig-autenticitet