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 … [Read more...] about How Artificial Intelligence Is Used In Customer Experience Automation
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 … [Read more...] about Common Pain Points In Customer Experience & Service
5 Key Trends In Enterprise Artificial Intelligence & Machine Learning
As AI continues to demonstrate unprecedented potential to transform technology and business, executives at leading enterprises are taking action to enable their organizations to capitalize on emerging breakthroughs. Here are 5 key trends that innovative companies are driving in enterprise AI. 1. Converging Infrastructure & Connected Solutions Organizations must be … [Read more...] about 5 Key Trends In Enterprise Artificial Intelligence & Machine Learning
Hate Recruiting? These 10 Companies Automate Hiring For You
Chatbots in the enterprise are already working side by side with their human counterparts and employees like Uber drivers spend their entire day reporting to an algorithm. Probably won’t be long before we’re interviewed and managed by robots. With human resources, AI and machine learning can take away the heavy lifting involved with recruiting. HR personnel with more … [Read more...] about Hate Recruiting? These 10 Companies Automate Hiring For You
Outsource Your Boring Back Office Paperwork To AI
There seems to be no end to what artificial intelligence can do. After thrashing humans at sophisticated games like chess and go, AI’s next conquest appears to be the workplace. Many already hold jobs at forward-looking companies across industries. Some work as customer service reps, translators and financial analysts. Others serve as lawyers, surgeons and chefs. Given that … [Read more...] about Outsource Your Boring Back Office Paperwork To AI
9 Critical Decisions Behind Successful Customer Service Bots
Customer service is one of the most popular business applications of automation and bot technologies. Applied successfully, chatbots not only cut costs, but improve customer satisfaction. In contact center environments, chatbots can reduce the Average Handle Time (AHT) per contact, increase First Contact Resolution (FCR) rates, reduce escalations to higher-cost channels, and … [Read more...] about 9 Critical Decisions Behind Successful Customer Service Bots
Bots vs. Cyborgs: Which Model Is Best For Scaling Customer Service?
One of the most compelling use cases for enterprise bots is customer support. Traditionally, as companies grow in revenue, customer service costs grow in tandem. Companies constantly seek ways to minimize these servicing costs through nearshoring, offshoring, and now customer service bots. Companies ranging from RBS to KLM and Disney Stores to Overstock are eagerly innovating … [Read more...] about Bots vs. Cyborgs: Which Model Is Best For Scaling Customer Service?
The Art Of Conversational Luxury
Conversational commerce is the buzz word du jour of Silicon Valley, Madison Avenue, and Wall Street, but the concept is as ancient as mankind. We have traded with each other since Homo Sapiens emerged as a species approximately 200,000 years ago. My harvest for your game. My loyalty for your protection. How were these exchanges conducted? By conversation. While spoken … [Read more...] about The Art Of Conversational Luxury