Salzburg AG revolutionises customer service with generative AI, Sarah Haider

In this podcast with Sarah Haider, Digital Manager for
Conversational AI at Salzburg AG, we explore the journey of
revolutionising customer interactions with AI. From the early
days of NLU-based chatbots to embracing generative AI and
retrieval-augmented generation technology, Sarah outlines the
challenges and breakthroughs in enhancing Salzburg AG’s digital
assistant capabilities.


Chapters:


00:00: Introduction to Sarah Haider and Salzburg AG


05:23: Why is AI appealing for the energy industry?


08:32: The history of AI at Salzburg AG


12:00: Measuring success pre-generative AI


16:25: Goals of exploring generative AI


19:50: Starting with Retrieval Augmented Generation (RAG)


24:10: Full RAG implementation process


39:45: Lessons in prompt design


44:45: Quality assurance tactics


48:25: Impact of generative AI


51:20: Other use cases for generative AI


The conversation highlights the strategic shift to generative AI,
tackling complex use cases like public transport queries while
maintaining customer satisfaction and reliability. Sarah dives
into the importance of data preparation, prompt design, testing,
and quality assurance, shedding light on what it takes to make AI
solutions scalable and effective in real-world scenarios.


This episode is perfect for anyone looking to modernise their
chatbot or explore the potential of AI in customer experience.
From reducing call centre volume to delivering human-like
interactions, Sarah's approach demonstrates how innovation can
elevate both business impact and customer satisfaction.





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