Evolution of customer experience, from phone calls to AI

In this ever-evolving world, talking about Artificial Intelligence is a must for businesses. At least for those who want to stay caught up. Some people say if we want to choose a name for 2023, it should be AI evolution, which is truly fair. Leveraging the power of AI for business purposes introduced new topics like the evolution of customer experience.

In this article, we will interview Francesco Caracuta and discuss customer interaction evolution by passing the time.

We will debate the timeline of the customer interaction evolution from personal interaction to completely automated conversations to see the big image of this important topic.

Some words about Francesco Caracuta

Francesco is not only a visionary leader and a problem solver but also a pioneer in the world of AI and customer communication and interaction. He has a deep knowledge of how AI can transform the customer experience, from traditional phone call services to emails and new innovative ways like automated conversations. He has also developed and implemented effective and forward-thinking strategies on how to communicate and engage with customers, partners, and stakeholders in the digital age. He has a knack for creating and maintaining professional business relationships with global partners, using his exceptional interpersonal skills and emotional intelligence. 

Interview about evolution of customer experience

Evolution of Customer Experience Interview

How has customer experience evolved from phone calls and face-to-face interactions to automated conversations?

I have been working in the software industry in London for over two decades, and I have witnessed how customer experience has changed over the years.
In the past, customer relationships were primarily built through phone calls and face-to-face interactions, requiring significant time to establish trust. Sales were conducted through outbound calls, and without modern tools like LinkedIn or Google, it was challenging to identify the right contacts. Convincing customers involved a lengthy process of demos, proofs of concept, and navigating procurement procedures. The bond between customers and company representatives was built over the years, often resulting in exclusive communication with a trusted representative.
Nowadays, things have changed, with access to information and communication tools available to everyone. Customers now have the power to decide, relying on tools like ChatGPT or Google to find the best products through reviews and chatbots, often making purchases online without any direct interactions.

How does AI and automation affect human communication and customer experience?

The world is moving faster than we think, and staying in business requires adaptation and consideration of factors like cost-effectiveness, quality of customer service, business continuity, scalability, and, most importantly, data insights. However, there’s a flip side to this coin.
In my opinion, technology not only provides benefits but also poses a threat to human communication, accelerating its impact. We can already observe the influence of technology, especially social media and mobile devices, on the newer generations – often referred to as the Google generation. They can instantly find answers to their questions, or at least they think they can.
This trend extends to the business landscape as well. Nowadays, customers visit websites with specific inquiries, preferring quick and convincing answers rather than calling customer support or sending emails. Businesses cannot afford to overlook customer satisfaction, engagement, needs, and support unless they enjoy a monopoly. Negative reviews and word-of-mouth on social media can bury a business within months if not weeks.

What is the future of conversational platforms and conversational AI?

In my opinion, the future of conversational platforms and conversational AI is uncertain and depends on many factors. On the one hand, conversational AI can offer many benefits to businesses and customers, such as improving efficiency, personalization, accessibility, and data analysis.
On the other hand, conversational AI can also pose many challenges and risks to humanity, such as ethical, social, legal, and security issues. Therefore, society, policymakers, and the AI community need to work together to establish regulations and guidelines that govern the ethical use of AI while encouraging innovation and progress. The responsible and ethical use of AI can help maximize its benefits while minimizing potential risks to humanity.

In this ever-evolving world, how can businesses trust and invest in conversational AI and multichannel communication platforms?

Businesses today cannot afford to overlook automated conversations; it’s not a future consideration but a current necessity. I believe companies should proactively embrace these changes and allocate budget resources for adopting such tools to become more customer-centric.
Relying solely on one product or channel is risky, as Warren Buffet wisely advises not to put all eggs in one basket. Instead, businesses should adopt a strategic approach and be multichannel to diversify their communication platforms, avoiding over-reliance on a single channel like Whatsapp, Facebook, Messenger, Instagram, or Telegram.
Recent incidents like breakdowns on Meta (formerly Facebook) highlight the potential risks of relying solely on one platform. This is where Tiledesk comes into play, offering an easy-to-build and user-friendly multichannel platform.
With Tiledesk, businesses can automate all conversations across various platforms like Whatsapp, Telegram, Facebook, etc. The platform’s low learning curve makes it accessible to users of all ages; even my eight-year-old daughter can use it effectively. By adopting Tiledesk, businesses can strategically manage their multichannel communication and enhance customer interactions efficiently.

How does Tiledesk overcome the challenges of B2B sales in the SaaS industry?

B2B sales in the SaaS industry are challenging, requiring a deep understanding of customer needs and a proactive approach to addressing them. At Tiledesk, we overcome these challenges through several key strategies.

Customer-Centric Approach:
Understanding the unique pain points and requirements of our B2B customers is at the core of our operations. We invest considerable time and effort in gathering feedback, conducting market research, and engaging in open dialogue with our clients. This enables us to tailor our SaaS solutions to precisely meet their needs, allowing us to address their challenges effectively.

Scalable and Customizable Solutions:
In the dynamic SaaS industry, flexibility is crucial. We’ve designed Tiledesk to be scalable and customizable, offering a versatile platform that can adapt to various business models and industries. This approach has allowed us to serve a diverse range of B2B clients, ensuring they receive solutions that align perfectly with their operations.

Proactive Customer Support:
In a fast-paced SaaS environment, providing responsive and proactive customer support is essential. We’ve established a dedicated team of professionals who are readily available to assist our clients, address their concerns, and offer guidance on optimizing their use of our platform. By being proactive in our customer support approach, we foster trust and loyalty with our clients, which is crucial in the B2B space.

Continuous Improvement:
We acknowledge that the SaaS landscape is constantly evolving, and as a result, so are our clients’ needs. Embracing a culture of continuous improvement, we regularly update and enhance our platform to stay ahead of industry trends and meet emerging demands. By staying proactive in our development, we can ensure that our customers always have access to cutting-edge solutions.

Tiledesk helps SaaS and B2B companies to empower businesses to deliver exceptional customer experience. We provide a comprehensive suite of tools that enable companies to engage with their customers through various channels, such as chat, email, and instant messaging apps.

Our solution streamlines communication, facilitates efficient issue resolution, and allows for seamless collaboration among support teams. With Tiledesk, SaaS and B2B businesses can elevate their customer experience, improve customer satisfaction, and ultimately drive business growth.

In summary, our success in the SaaS industry is driven by our customer-centric approach, scalable solutions, proactive support, and continuous improvement. Through Tiledesk, we aim to empower SaaS and B2B companies to excel in customer engagement and build long-lasting relationships with their clients.

What are the goals, priorities, and differentiators of Tiledesk as a SaaS company?

Tiledesk is a SaaS company that provides a comprehensive and innovative customer support platform. Our goals, priorities, and differentiators revolve around three key aspects:

Innovation and Product Development:
One of our main goals is to continue innovating and enhancing our SaaS platform. We invest in cutting-edge technologies and stay on top of market trends to ensure that Tiledesk remains a state-of-the-art solution. Our priority is to deliver new features and improvements that cater to the evolving needs of our B2B customers, empowering them with efficient and effective customer support capabilities.

Customer Success and Satisfaction:
At Tiledesk, our customers are our top priority. Ensuring their success and satisfaction is paramount to us. We strive to deepen our understanding of our clients’ businesses and challenges, aiming to provide personalized support and guidance. We actively gather feedback to improve our offerings continuously, and we work tirelessly to ensure that every interaction with Tiledesk leaves a positive and lasting impression.

Market Expansion and Partnerships:
As part of our growth strategy, we aim to expand our presence in the market and forge strategic partnerships. By targeting new sectors and regions, we can reach a broader audience of B2B clients and extend the benefits of Tiledesk’s solutions to a wider range of businesses. Collaborating with other industry players and integrations will also enable us to provide a more comprehensive and seamless experience for our users.

To differentiate Tiledesk from other competitors in the market, we focus on the following key factors:

Multichannel Support:
Tiledesk allows businesses to manage customer conversations from various communication channels like chat, email, instant messaging apps, and more, all within a single, unified interface. This comprehensive approach sets Tiledesk apart from many other customer support solutions that might not provide such diverse channel integration.
Customization and Flexibility: Tiledesk offers a highly customizable platform that can adapt to the specific needs of different businesses. This flexibility enables our customers to tailor the platform to their unique requirements, ensuring a more tailored and personalized support experience for their end-users.

Scalability and Performance:
As a SaaS solution, Tiledesk is designed to handle varying levels of demand, making it suitable for both small businesses and large enterprises. Our platform’s scalability ensures that it can grow alongside our clients’ needs, offering reliable performance even during peak periods.

Proactive Customer Support:
Tiledesk emphasizes proactive customer support, making ourselves readily available to assist our clients whenever they need help or guidance. This dedication to excellent customer service helps us build strong relationships with our customers and fosters trust in our brand.
By combining innovation, a customer-centric approach, and a focus on differentiation, Tiledesk aims to maintain a leading position in the SaaS industry, providing businesses with a reliable, efficient, and differentiated customer support solution.

Considering Tiledesk’s current situation, what would be your next big innovation on the horizon?

We are thrilled to introduce our latest innovation, the Visual Builder for the Chatbot Design Studio. This powerful tool will empower you to create sophisticated chatbots with ease and efficiency using its intuitive drag and drop technology. Whether you’re a seasoned developer or just starting, this feature is designed for users of all skill levels, making chatbot creation a breeze.

With the Visual Builder, you can customize chatbots according to your specific requirements, tailoring them to perfectly fit your business needs. This streamlined process will not only save you time but also enhance customer engagement and support efficiency, delivering a seamless conversational experience for your users.

Moreover, we are excited to share that we will soon integrate ChatGPT into our platform. This integration will take conversations to a whole new level, making them even more conversational and natural for users. By harnessing the capabilities of AI language models like ChatGPT, we envision delivering highly interactive and human-like interactions for both customers and businesses.


According to what we discussed with Francesco, the world is changing more rapidly. Businesses need to implement strategies to be more flexible and adaptable. Relying on one communication channel would be risky, and businesses need to think seriously about omnichannel software. Compared to past decades, the buying cycle is much shorter, and a chatbot can manage the whole purchase process autonomously. In the end, companies should proactively embrace these changes and allocate budget resources for adopting such tools to become more customer-centric. 

At Tiledesk, we help other businesses to automate their conversations, and embedding the power of artificial intelligence is critical for our customers. We started embedding AI into our chatbots years and years back when AI was not a buzzword like nowadays to make customer interactions more human-like. Our chatbot uses natural language processing to understand customer intent and resolve their problems efficiently and cost-effectively. It also engages customers with proactive chatbots and offers personalized products to increase revenue.

Don’t get left behind in the evolution of customer experience. Get a demo of Tiledesk’s conversational AI and chatbot solutions and stay ahead of the curve

Saeid Kajkolah
Saeid Kajkolah
I'm a digital professional with a technological and aesthetic background in structured content, SEO, and digital marketing. I am passionate about Conversational Al and the chatbot world as a way to connect people and machines.

Leave a Reply