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Human contact in times of AI chatbots, how technology can enhance customer contact

AP and ACM

On October 2, 2025, the Consumer & Market Authority (ACM) and the Authority for Personal Data (AP) made a clear call: keep human contact accessible at a time when AI chatbots are increasingly the first, and sometimes only, link between organizations and their customers. De uitdaging: efficiëntie versus menselijke nabijheid Chatbots have become an integral […]

Why do SMBs choose RPA?

Compacte robotarm sorteert en stempelt zakelijke documenten op modern bureau, gouden uurtje licht, klein potplantje op de achtergrond.

SMBs are discovering RPA as a game-changer for process automation. Software robots eliminate manual tasks, reduce costs by up to 80% and free up employees for strategic activities. Without costly system replacements, RPA integrates seamlessly with existing legacy systems and delivers measurable ROI within 6-12 months. From invoice processing to order fulfillment – find out which processes deliver the most return on investment and how to start risk-free.

What features does omnichannel telephony have for hybrid working?

Hybrid working requires smart communications solutions that keep employees accessible from anywhere. Omnichannel telephony offers fixed-mobile integration, unified messaging and presence indicators that allow teams to collaborate seamlessly regardless of location. The system ensures that customers have one consistent point of contact while calls are intelligently routed to available experts. With softphone applications, any laptop becomes a full-fledged business phone, complete with voicemail synchronization and real-time collaboration. Modern cloud-based solutions replace complex legacy systems without customization, allowing organizations to quickly transition to professional hybrid communications.

What is the difference between traditional telephony and omnichannel?

Vintage bureautelefoon met spiraalnoer naast moderne smartphone met chatkanalen op lichtgrijs bureau, zachte natuurlijke belichting.

Traditional telephony works with separate systems by channel, while omnichannel integrates all communications into one platform. This ensures seamless customer interactions where conversations can switch between phone, email, chat and WhatsApp without information loss. Modern businesses choose omnichannel because it provides better customer experiences, reduces operational costs and enables hybrid working. Legacy systems such as Avaya require expensive maintenance contracts and cannot scale with changing business needs. Find out why the move to integrated communications is becoming inevitable.

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Ernst Vegter-Business consultant Pegamento

Ernst Vegter

Business Consultant

Linkedin

Hospitality is one of my deepest motivations.
Not surprisingly, of course, customer service is a common thread in my career. Aspects of hospitality is being able to connect, to facilitate but mainly to make someone feel genuinely welcome. My intuition is my greatest asset to be able to put myself in the shoes of a guest. A customer is my guest.

Fed by various senses, an image forms around the client. I listen to what is being said, watch facial expressions, taste the underlying tone and get a feel for the challenge to be addressed. An image literally forms on my retina. I have to be able to see it. If I can see it, I can create it.

In this, the trick is to pursue simplicity, give the client a warm feeling that the problem is understood, receive good advice, facilitated and carefully guided to the solution. Trust, connect and unburden.

The feeling when a guest arrives at your hotel after a long tiring journey, can sit in front of the fireplace, be handed a good glass of wine and stare carefree at the fire. My guest knows it will be okay.

This piece was written by Ernst Vegter, working as a Business Consultant at Pegamento.

Ger Koedam-Communication & Marketing Pegamento

Ger Koedam

Marketing & Communications

Linkedin

How can I help you? That’s pretty much the first question I ask when talking to people who are curious about our services. In such a conversation, the use of senses is very important. Because not everyone is the same. One person thinks in images, while for another words are important or how something feels. For me, sight and hearing are the most beautiful senses, because both eyes and ears absorb information and can convey or process emotions.

Why hearing? Because listening is essential in contact. And it’s the key to unlocking valuable insights.

I developed this skill early on. As a child, I enjoyed radio plays on the radio, bringing the stories to life in my head.

Rob Roode-Research Development

Rob Roode

Research & Development

Linkedin

Recognizing and automating patterns. Tasks we are constantly working on when implementing our robots at Pegamento. My 2 Drentsche Patrijshonden are hunting dogs and certainly not robots. The hunting instinct and intuition is basically in their genes. Continuing to offer new forms of training has taught them to recognize and act independently in hunting situations. Even “unsupervised,” even if I’m not around.

But when you try to teach a brain something, it also starts to see things you don’t expect. Dogs pick up on the slightest deviation in your voice or directions. To start recognizing that and correcting it again is perhaps the most complex challenge. But in our work, for the wonderful clients for whom we get to work, it often yields the most beautiful new insights!

This piece was written by Rob, founder of Pegamento and in charge of Marketing and R&D.

Serge Poppes-CEO Pegamento

Serge Poppes

CEO

Linkedin

Feeling. That’s the best thing Pegamento stands for. Feeling for technology in the broadest sense of the word. Not only feeling for the exciting stuff like AI, but also for the basics of communication.

The very best part of my job is selling, listening, translating and thinking about what really matters. We bring the digital transformation with a great team!
The diversity of our team, how sharp we are, but especially the wonderful things we get to make makes me feel extremely good. Hence, I intuitively chose the sense of “feeling.

Feeling gives life and differentiation!

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