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As a VIER Service Delivery Lead, Jan acts as the bridge between development and customers. He shares what this looks like in everyday life!

Robin Schier and his team strive to make VIER's customers 'as happy as possible' whenever they can! That shouldn't be too difficult, right? In this interview, he shares how they succeed.

Cyber threats are becoming increasingly sophisticated. This means that our defenses must become smarter as well. A blog post by VIER CEO Rainer Holler.

As VIER Head of Finance, Sandra Riess pulls all the strings. In this interview, she explains what her work involves.

With the rapid development of artificial intelligence, it's easy to get carried away by the technological breakthroughs and potential for innovation. But as we continue on this exciting journey, we must not lose sight of one critical aspect: ethics.

Benjamin is always close to the customers, and as a result, he has a lot to do to meet their questions and requirements. In the interview, he shares more about it.

The topic of artificial intelligence has been flooding all channels, all media and all industries for some time now. There is hardly a sector of the economy that is not yet dealing with countless possibilities, opportunities and questions. However, instead of jumping on the bandwagon, many companies in this country are rather reluctant and fear – well, what actually?

In the interview, Michael talks about his work as a software developer at VIER and what he particularly enjoys about it.

Artificial Intelligence (AI) is permeating businesses and our work. Almost daily, we are confronted with new announcements. Hardly any software lacks AI features. One of the main drivers for implementing AI is the pursuit of greater efficiency within companies. A significant barrier to implementation is uncertainty.

Karsten Lenkitsch talks about his work as Head of Corporate Services at VIER and what he particularly enjoys about his job.

Previously, the legal requirements for the use of AI in customer service were primarily shaped by laws and regulations governing the processing of personal data of customers, such as the GDPR and the Federal Data Protection Act (BDSG). In addition, regulations for the communication services used, such as the TKG or TTDSG, also applied. With the publication of the "EU AI Act," additional regulations have now been introduced.

The EU AI Act provides for the classification of AI systems into different risk categories. A large number of systems in customer service are expected to be classified into the categories of "minimal to no risk" or "limited risk," especially chatbots or voicebots. However, the risk assessment will vary depending on complexity.

Katarina ensures, among other things, that information about the features of VIER products and solutions is readily understandable for users. Here, she shares insights into her daily work.

Reflection, training, and coaching are key aspects of both personal and professional development. AI-based solutions, known as training bots, offer fascinating new opportunities here and also assist in onboarding new employees.

Since the merger of six companies into VIER GmbH in May 2021, we have been continuously working on innovative solutions for customer communication. We firmly believe in the power of AI to bring about positive changes. This commitment was more than evident at this year's CCW.

Kathrin knows VIER like the back of her hand – here she tells us how she works as a Purchasing Coordinator.

In this interview, Sirke introduces us to his area of responsibility and his daily work routine at VIER!

What does HR manager Ralf Reese do at VIER? Here are his answers!

What are the current key AI trends for companies in Germany? One thing is clear: 2024 marks the end of AI experiments – AI deployment becomes strategic. Also, decisions regarding which jobs may be shifted or even rendered obsolete by AI are on the table. Decisions about which jobs may be shifted or even made obsolete by AI are also on the table.

Natural communication in human-machine interaction is becoming increasingly natural. This calls for new applications based on LLMs. At the same time, new challenges arise in terms of security and application performance. As a provider of innovative software solutions, VIER selects and optimizes the most powerful models for specific use cases in order to deploy them securely and stably in live customer environments.

In November 2022, ChatGPT emerged as a generative language model that surpassed all previous ones. But what sets ChatGPT apart? And why does this lead to companies considering the deployment of generative language models?

What does Varun Khambra do in his day-to-day work as a software developer at VIER? Here are his answers.

What does Hamdi Bozkurt actually do as Customer Success Manager at VIER? We asked him in an interview!

In an interview, Marine Jacquorie tells us what she deals with as a financial accountant / back office at VIER.

What does Svenja Kinzel's day-to-day work at VIER look like? We asked her what she deals with as Head of Sales.

The majority of customer enquiries are still made by telephone in 2023. The problem: dealing with telephone enquiries is personnel-intensive and sometimes difficult to plan.

What does Gernot Feldhaus do as VIER Business Development Manager? We asked him!

ChatGPT – a term turns everything upside down overnight. "Salvationist". "Job destroyer". "Danger to humanity". The world is overflowing with predictions about the AI bot. But let's take a sober look: What are the possible applications of conversational automation in customer service? And what is ChatGPT actually?

What does Mirco Tillmann actually take care of in his daily work? Here is an insight!

AI-based technologies help to automate simple tasks, but on the other hand this means: the remaining requests are complex and demanding. Support is needed.

Thomas Döschl tells us what he deals with every day as Sales Manager at VIER.

What does Jasmin Gerhard do for VIER on social media? We asked her in an interview!

The extremely powerful AI chatbot ChatGPT is the talk of the world – but what are the benefits of using it specifically in customer service?

ChatGPT has triggered a new AI hype and is shaking up the market for chatbots. VIER spontaneously asked ChatGPT how it can be used in customer service. The AI solution's answer is clear!

What does Alexander Golembek actually do as a VIER IT System Specialist? We asked him!

What does Philipp Grochowski do as Lead Expert at VIER? Find out here!

Emotion Artificial Intelligence is one of the fastest growing areas of the current AI hype. Providers must expect market consolidation and position themselves strategically - VIER is already well on its way here.

Björn Osbahr tells us what he deals with on a daily basis in his role as VIER Produt Owner Research & Development engage and how his time as a coach and software developer helps him.

Many people think of automation in terms of speech computers that don't talk to you, self-service that has nothing to do with service and the rationalisation of workplaces. But listen up: Automation can be customer-friendly and service-oriented.

What does Sandy Frässdorf actually do in the day-to-day work as VIER Product Owner VIER enrich? We had the chance to ask this in an interview!

The competition for qualified employees, talents and young professionals is tough in Germany. Contact centres often come away empty-handed, with vacancies remaining unfilled. So it's time to focus on the employee experience.

What does VIER-o-naut Torsten Pfeiffer do as a product trainer? We asked him!

In times of a noticeable shortage of skilled workers, it takes courage and innovative spirit to explore new paths – and that also means looking into the use of artificial intelligence. But how willing are people to do this?

When they hear the word "automation through AI", many people think of voice computers that don't talk to you. But aren't solutions without AI sometimes much worse?

Diana Graf tells us what she deals with every day as a technical writer.

What is Conversational Automation and why do many service and contact centres need this technology?

Bots are seen by many companies as an inexpensive way to automate the processing of customer concerns and thus reduce personnel costs. So hurry up and save money!?

What does Rainer Holler actually do as CEO of VIER? We asked him.

There is something fascinating about language: It has accompanied us since our earliest childhood, it is omnipresent and we produce it constantly and steadily - mostly unconsciously and in full habit.

What does Sinan Sönmez do as Business Development Manager at VIER? Here are his answers!

Customer Experience has arrived in management! CX managers must now increasingly answer the question of whether and how CX pays off for the company.

What does Jan Sandberger's daily work as Product Owner Quality Management at VIER look like? Here are his answers!

Ever heard of "agent guidance"? That's certainly another one of those many buzzwords that disappear as quickly as they come into being, but at least they sound good. Right? Wrong!

Will the home office disappear with the lifting of the home office obligation? Hopefully not, because work should no longer be a place, but a vocation.

What does Thomas Brahm actually do as Marketing Campaign Manager in his daily work at VIER? We spoke to him and asked him.

Although AI and psychology belong closely together, the two branches of science usually went their separate ways. But now the two research ...

Utopia, dreams of the future or already in everyday life: How speech analytics can help you use internet ratings correctly!

Tobias Hoffmann, VIER Chief Information Security Officer, explains why customers are safe from the Log4j security vulnerability.

We have talked to Santa Cloud, who told us what he does as Head of Christmas Gifts at VIER.

Where people still like to make a lot of phone calls, AI can provide effective support to make calls more successfully.

What does communications specialist Susanne Feldt, Corporate Communications Manager, do at VIER? She told us.

Successful communication is a decisive success factor for every company. Understanding the impact of communication therefore provides ...

Dennis Sievers talks to Ralf Mühlenhöver, Head of Product Strategy & Marketing at VIER, in "Bent on customers – The service podcast" episode 18 ...

Adam Brune is a User Interface Designer at VIER. In "We are VIER!" he talks about the special features of his job and what makes working at VIER a highlight for him.

Language and emotions make up the majority of our lives. Join us on a journey behind the scenes and learn how emotions are analysed today and what they are ...

Companies must exceed customers' expectations - even if they do not know their own needs.

What exactly does agent guidance mean and what is new about it compared to the good old conversation guide we have been using for years?

Christian Oldendorf is Head of Professional Services at VIER. In "We are VIER!" he provides insights into his area of responsibility and talks about the challenges of his daily work.

In Episode 6 of Hafner's CX Podcast, Prof. Dr Nils Hafner and Harald Henn discuss with Olav Vier Strawe and Ralf Mühlenhöver the merger of five companies and the strategy behind ...

Digitalisation in customer service is causing many service managers to focus more on the chatbot than on the customer - keyword call reduction. Why ...

The use of AI in customer service does not per se mean the use of a bot. Nor does it mean that customers have as little contact with the employee as possible ...

Automation is currently seen as the saviour for all problems in customer service. But automation is not an end in itself and can do nothing if ...

Should companies invest in a complete solution or in specialised tools for each area of application? Which strategy is best for the future and growth ...

Automation is currently THE to-do in customer service and is seen as the saviour for all problems. But automation is not an end in itself and leads ...

We all know the cost pressure in call, contact and service centres. Unfortunately, they are still far too often run as cost centres ...

Will the last bit of humanity soon be absorbed by AI? Will bots take over jobs that are now done by human hands ...

The use of AI in customer service does not automatically mean the use of a bot. Nor does it mean that customers have as little contact as possible with an employee ...

Thanks to digitalisation and rising customer expectations, the number of customer contact points outside the service department is increasing in virtually all companies ...

There is hardly any other department where so much is measured as in the contact centre. Time and again, a call centre has to prove its value to the company ...

AI - these two letters have been defining our working world for a few years now. Touted as a saviour in customer service, branded as a dark threat to employees ...

The employee experience (EX), alongside the customer experience (CX), is gaining increasingly in importance in German companies and is becoming a factor that ...

What really counts in a purchase decision and why the customer experience is crucial: Heart or brain? That is the question ...

Everyone is talking about customer experience. Ralf Mühlenhöver takes a closer look at the buzzword and has come up with four interesting theses on customer experience ...