Sylwia Bischof

Zattoo

"Faster. Smarter. More human." That's how Sylwia Bischof sums up what great service means to her. She has worked in customer service for 25 years, 13 of them at Zattoo, where she and her team create a customer experience that lives up to the company's promise: both TV and customer contact should be easy.

AI plays an increasingly important role at Zattoo. The AI agent answers many questions directly in the chat, and AI is already handling recurring requests in email support as well. This means users get faster answers, and the team has more time for the cases where a human really makes the difference. Sylwia draws this line deliberately: not everything that can be automated should be. When things get complicated or personal, a person is still there to help. Because good service doesn't just solve problems, it also leaves a feeling behind.

Represented in the following tracks at the next Sales Summit:

2026 SERVICE SUMMIT MAIN STAGE - Tag 2: From a Small Team to a Scalable Service Organization – Success Strategies & Getting Started with AI in Customer Service

Represented in the following tracks at the Sales Summit:

2025 SERVICE SUMMIT MAIN STAGE: Next-level leadership in customer service: inspiring teams, improving customer experiences
2024 MAIN STAGE: Omni-channel customer service experience