Author: Julia Bobak

The 8 Most Important Metrics In Customer Service

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

Best Practices In Implementing A.I. For Customer Care

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

How Artificial Intelligence Is Used In Customer Experience Automation

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

Common Pain Points In Customer Experience & Service

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

Humans Need Not Apply: MIT Teaches Robots To Train Each Other

Despite substantial recent advances in both software and hardware, robots still have difficulty planning and carrying out multi-step dexterous manipulation tasks. Yet real-world applications of such dexterity include critical situations, like explosive ordnance disposal and disaster response, considered too dangerous for humans. Typically, robots are programmed using one of two methods. In the first, termed “learning from demonstration”, the robot watches a task being carried out and then replicates the motion. Relative novices without deep coding knowledge can essentially “teach” the robots, but robots programmed this way have difficulty adapting their learned skills to new situations. The alternative method...

Read More
  • 1
  • 2
FREE BOOK PREVIEW

Applied Artificial Intelligence:
How Machine Learning Transforms Our Lives & Work

DOWNLOAD FREE PREVIEW
Close
Hey you! Don't leave yet!
Stay Updated On A.I. Industry News
We hustle to find you the best articles, news, events, and jobs. Sign up below and never miss an important update.
Yes To Knowledge!
No thanks. I already know everything about A.I. 
Nope
COMPREHENSIVE INDUSTRY REPORT

Customer Experience Automation:
Cut Costs & Grow Business With Machine Intelligence

DOWNLOAD FREE REPORT
Close
FREE BOOK PREVIEW

Business Of Bots:
Grow Your Company Through Conversations

DOWNLOAD FREE BOOK PREVIEW
Close
FREE BOOK PREVIEW

Applied Artificial Intelligence:
How Machine Learning Transforms Our Lives & Work

DOWNLOAD FREE PREVIEW
Close
ESSENTIAL INDUSTRY REPORTS

What You Need To Know:
How A.I. Impacts Finance

GET INDUSTRY REPORTS
Close
ESSENTIAL INDUSTRY REPORTS

What You Need To Know:
How A.I. Impacts Healthcare

GET INDUSTRY REPORTS
Close
ESSENTIAL INDUSTRY REPORTS

What You Need To Know:
How A.I. Impacts Blockchain

GET INDUSTRY REPORTS
close-link
ESSENTIAL INDUSTRY REPORTS

What You Need To Know:
How A.I. Impacts Gaming

GET INDUSTRY REPORTS
close-link
ESSENTIAL INDUSTRY REPORTS

What You Need To Know:
How A.I. Impacts Marketing & Advertising

GET INDUSTRY REPORTS
close-link
ESSENTIAL INDUSTRY REPORTS

What You Need To Know:
How A.I. Impacts Cybersecurity & Risk

GET INDUSTRY REPORTS
close-link
ESSENTIAL INDUSTRY REPORTS

What VCs Look For In: 
Artificial Intelligence Investments

GET INDUSTRY REPORTS
close-link
ESSENTIAL INDUSTRY REPORTS

What You Need To Know:
Artificial Intelligence In China

GET INDUSTRY REPORTS
Close
ESSENTIAL INDUSTRY REPORTS

What You Need To Know:
Artificial Intelligence Jobs

GET THE BEST A.I. JOBS
Close
HELP ME FIND THE BEST TALENT
Close