The field of artificial intelligence was founded in the 1950s on a platform of ambition and optimism. Early pioneers were confident they would soon create machines displaying “Strong” or “human-like” AI. Rapid developments in computational power during that era contributed to an overall buoyant atmosphere among researchers. Nearly 70 years later, Strong AI continues to lie out of reach while the market overflows with “Weak” or “Narrow” AI programs that learn through rote iteration or extract patterns from massive curated datasets rather than sparse experience like humans do. What happened to derail the ambitions of those early researchers? And...Read More
Author: Julia Bobak
If you’re applying automation or artificial intelligence to customer experience, you need to be able to benchmark whether or not technology is truly improving both your employee and customer experience. Here are the 8 key metrics that establish the efficacy of a customer service system. 1. Average Handle Time The Average Handle Time (AHT) describes the average duration of a single transaction, from customer’s initiation through to the conclusion of the request. This includes talk time, hold time and time spent after the call to conclude the transaction. AHT is one of the most important factors in analyzing...Read More
Customer service is expensive for companies and often poor experiences for customers. Artificial intelligence can help mitigate some of these problems, but implementing successful automation at your company is no easy task, especially if you lack strong technical capabilities. Below are the key technologies and best practices employed by enterprises leading in customer experience automation. Key Technologies For Implementing Virtual Assistants (VA) A 2016 Stratecast analysis pinpointed five key technologies that provide the foundation for VAs: Machine learning Machine learning (ML) is a set of technologies that enable a computer to develop new behaviors without explicit programing. Programs can...Read More
Artificial intelligence and virtual agents promise improved user experiences and decreased servicing costs. These occur through several pathways. First, virtual agents can be used to ensure the customer is routed to the proper department. Virtual agents are conversational computer programs that interact directly with a customer without human intervention. They are also known as “front end bots”, “virtual assistants”, or “automated assistants”. Many call centers have separate channels for sales and support, routing the customer incorrectly harms both the business and consumer. An incorrect routing frustrates the customer, increases the transaction time, and requires the engagement of multiple agents...Read More
By 2020, customer care will overtake product and price as the number one way for a business to differentiate itself. This is the age of the customer, and companies must progress to meet changing consumer expectations. In the words of famed economist Arthur F. Sheldon, “He profits most who serves best”. Half of consumers will take their business elsewhere within a day as a result of poor customer service. Call centers house hundreds of thousands of agents at a cost of $4 to $12 per service request. The costs of keeping customers happy is skyrocketing. Even with...Read More
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