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Enterprises are rapidly advancing toward full-scale automation, integrating artificial intelligence, in the form of AI-powered process intelligence, to drive smarter, data-informed operations. That includes combining process mining with machine learning and predictive analytics to deliver more personalized engagement. Deutsche Telekom AG’s broadband business involves complex products and processes that generate significant operational data within its sales and service departments. Its collaboration with Celonis SE involves object-centric process mining, according to Sebastian Dahs (pictured), vice president KVP of sales and service at Deutsche Telekom. “With Celonis, we tried whether we can find out more about the customers, more about the processes, and also finding solutions to improve these processes and handling these customers in order not to lose the customers, to make these customers happy, but also to keep the revenue at Deutsche Telekom,” Dahs said. Dahs spoke with theCUBE’s Savannah Peterson and Rob Strechay at Celosphere 25, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed the evolution of AI-powered process intelligence, and how data insights are transforming customer experience. (* Disclosure below.) AI-powered process intelligence in focus As operations evolved, improvements in both technology and processes played a key role in achieving better results. Three main factors made this possible, according to Dahs. “The first one is having access to the data, having the data in order to get it structured,” he said. “Sometimes it’s really difficult to have the interface to all of these data,” The second key factor is the human factor, Dahs added. While predictive models provide insights, success depends on engaging with customers directly, responding with sensitivity and guiding them carefully through the process. “The third aspect is the monitoring, the analysis, so verifying that there’s an effect,” he said. Customer interactions often come at emotional moments. Deutsche Telekom strives to uphold its reputation by delivering exceptional service and support during those times, Dahs emphasized. “We want to serve as a premium provider, especially once a customer is in a problem or in a process gap,” he said. “We want to be there and helping our customers through these times.” Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of Celosphere 25: (* Disclosure: TheCUBE is a paid media partner for Celosphere 25. Neither Celonis, the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.) Photo: SiliconANGLE
