The public is riveted by artificial intelligence, but most people don’t have a clue what “AI” actually is. Media hype and populist stories confuse rather than clarify. How does popular perception impact the vast array of Silicon Valley companies building actual AI products and services? We spoke to leading entrepreneurs and executives to learn their unique challenges with selling and marketing AI. Not surprisingly, the biggest challenge AI entrepreneurs collectively identified was lack of buyer understanding regarding what AI entails and requires. “We’re early in a convoluted market. AI means a lot of things,” says Christian Monberg, co-founder of...Read More
Author: Marlene Jia
As automation becomes the best way to handle a growing business without the accompanying growth in customer service costs, increasingly more enterprise software vendors are entering this space. This diverse array of providers, from start-ups to large enterprises, can be categorized based on these 8 main offering types: 1. Contact Center Software Providers in this category represent the major players in the space of AI-powered customer care. They provide either standalone virtual agents or virtual assistants designed to be paired with a human agent in a call center context. Such offerings allow for the personalization of customer interactions...Read More
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
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