The AI myth: Why sometimes less is more

A long-standing customer from the financial sector recently approached us with a request: “Our call center receives tens of thousands of recurring inquiries every year. Basically, it's always the same handful of questions that can be answered using customer data. Can you automate this using AI?”

The temptation to give a quick answer

The quick answer would be: “Yes, of course!”

However, the correct answer begins with counter-questions:

• What specific inquiries do you receive?

• Where does the data needed to answer them come from?

• How time-consuming is it currently to prepare a response?

• Is undocumented, implicit expertise from employees required?

• How can you prevent customers from having to call in the first place—is there a self-service solution?

The analysis: Simple questions, complex challenge?

After careful examination, it became clear that customers always ask the same three questions:

1. Account balance

2. Portfolio performance

3. Liquidity of credit balance

Can the answers to these questions be automated? Yes, definitely.

Is artificial intelligence required for this? No.

The pragmatic solution

In this case, the optimal solution was a voice chat agent with the following functionality:

• The customer asks their question

• A secure identity check is performed

• The most frequently asked questions are already stored in a voice menu

• The customer selects the desired option

• A natural-sounding, machine-generated voice provides the answer

The result: added value for everyone involved.

For the company:

A massive reduction in call center call volume. Hotline staff can concentrate on more challenging and interesting inquiries.

For customers:

Immediate information without waiting – available around the clock.

For consultants:

More time for complex consultations where their expertise is really needed.

The lesson: The right tool for the right job

Abraham Maslow, an American psychologist, aptly put it in 1966: “When the only solution available is a hammer, every problem looks like a nail.”

Even in the age of artificial intelligence – more than 60 years later – this wisdom remains unchanged. Not every automation task requires AI. Sometimes, a proven, established technology is the better, more efficient, and more cost-effective solution.

The trick is to ask the right questions before reaching for the solution.

At Datasense Consulting, we deal with this topic. We are happy to help you unlock the full potential of your data.

Get in touch with us—we are happy to advise you!