Redefining AI customer service: From reactive chatbots to proactive agents – with Victor Maae Jensen.

Most e-commerce brands are currently stuck with rigid chatbots that frustrate customers rather than create actual value. In this week’s episode, I sit down with Victor Maae Jensen from Diverge to discuss how the next generation of AI-driven customer service actually works in production. We break down how to move from reactive responses to building proactive agents capable of operating across business systems, handling everything from order management to personalized recommendations.

We dive deep into a concrete case where Victor's team rebuilt the customer service architecture for the retail giant Boost. Dealing with a highly complex inventory of over 900,000 products, they managed to build and deploy the platform in just eight days. The result was an escalation rate of only 0.

9 percent, in an industry where the average typically sits between 10 and 40 percent. We also discuss the strategic crossroad of knowing when to build your own AI infrastructure for full control versus when to rely on off-the-shelf SaaS solutions. The most important takeaway from our conversation is that the primary purpose of AI in customer support is not to automate away the workforce.