Finding the balance between human and bot interaction

Andreea Mihailescu

ANDREEA MIHĂILESCU

Analytics IT Area lead

ING Hubs România

Andreea Mihailescu brings over 13 years of experience in analytics, contributing significantly to the growth of analytics in Hubs Romania. Her career began in direct marketing, gaining deep insights into customer behavior and understanding how to create a unique customer experience. Currently she leads a diverse team of data analysts, data scientists, product owners and data engineers, overseeing impactful global initiatives.

Andreea Mihailescu

ANDREEA MIHĂILESCU

Analytics IT Area lead

ING Hubs România

ALEXANDRU IVAN

Product Owner

CloudHero

Alexandru Ivan is an experienced Product Owner with vast experience in building Digital Banking solutions in Romania market and abroad. With more than 18 years spent in banking environment he can understand the customer needs from different angles. At ING Hubs Romania he is in charge to scale customer facing chatbots, in all retail countries, using AI technologies.

ALEXANDRU IVAN

Product Owner 

ING Hubs România

Abstract

The integration of artificial intelligence in customer service has become a natural step, offering both efficiency and scalability. However, the challenge of maintaining a personal touch, while leveraging the speed and accuracy of bots, remains a valid point for companies.

We’ll share our approach and how do we navigate in this journey, without compromising the customer experience of our clients. By analyzing current approach and future plans, our use case aims to provide practical insights for those that are trying to harmonize the efficiency of bots with the value of human connection.

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