After enjoying years of steady growth, your business suddenly sees your customer satisfaction scores sinking. What happened?When you investigate, you find that your customer support team is simply not keeping up with the volume of requests that they’re receiving. Customers have to wait two or more days for a first response, and they’re voicing their discontent in growing … [Read more...] about 11 Powerful AI Tools You Can Use To Upgrade Your Customer Experience
Customer Service
Automating Customer Support With Human-Like Virtual Agents (Interview with Rachael Rekart of Autodesk)
As part of our AI For Growth executive education series, we interview top executives at leading global companies who have successfully applied AI to grow their enterprises. Today, we sit down with Rachael Rekart, Director of Machine Assistance at Autodesk, a software firm that provides specialized software for the architecture, engineering, construction, … [Read more...] about Automating Customer Support With Human-Like Virtual Agents (Interview with Rachael Rekart of Autodesk)
Driving Customer Engagement and Transparency With AI (Interview with Rob Walker of Pega)
As part of our AI For Growth executive education series, we interview top executives at leading global companies who have successfully applied AI to grow their enterprises. Today, we sit down with Dr. Rob F. Walker, VP of Decisioning & Analytics at Pegasystems, a technology leader in cloud software for customer engagement and operational excellence.Dr. Rob F. … [Read more...] about Driving Customer Engagement and Transparency With AI (Interview with Rob Walker of Pega)
14 Ways Machine Learning Can Boost Your Marketing
Marketing success depends on many factors. You need accurate consumer research to build your branding strategy, engaging content to delight your audience, a firm grasp of behavioral economics, and a near mystical ability to intuit how people will weigh your message against those of your fiercest competitors. In the digital age, marketers can't win without mastering data, … [Read more...] about 14 Ways Machine Learning Can Boost Your Marketing
Applied Artificial Intelligence: Book Launch At CES 2018
Adelyn, Marlene, and I had the honor of being invited to speak at CES 2018 about our book, Applied Artificial Intelligence: A Handbook For Business Leaders. Other authors featured in our cohort this year included John Grisham and Stephen Wolfram. In the past, Deepak Chopra and Alexis Ohanian have spoken on stage about their work.Geez, no pressure...We were … [Read more...] about Applied Artificial Intelligence: Book Launch At CES 2018
How AI Redefines Customer Service
By 2020, Customer Experience is predicted to overtake product and price as the number one differentiator among businesses. Companies wishing to stay ahead are taking note and increasingly turning to artificial intelligence (AI) to meet consumers’ growing demands. According to a recent study by Oracle, nearly 8 out of 10 businesses have already implemented or are planning to … [Read more...] about How AI Redefines Customer Service
From Gloom to Glam: The Evolution Of Facebook Messenger Chatbots
Good things come to those who wait, but sometimes you have to ride out rainstorms to get your rainbows. In 2011, Facebook launched its Messenger platform and people gladly hopped in, forming an active community of around 600 million chatty humans by 2015. In April 2016, the social network opened Messenger to chatbots, conversational software programs driven by algorithmic … [Read more...] about From Gloom to Glam: The Evolution Of Facebook Messenger Chatbots
The Most Successful Bot Company You’ve Never Heard Of
The world’s fastest supercomputers reside in China, not America. And, while the majority of the planet’s most valuable tech brands still carry Uncle Sam’s imprint, Chinese rivals tread not far behind. Alibaba, Tencent, Baidu, Xiaomi, and Huawei are just a few of the massive brands across the Pacific that rival the unicorns in Silicon Valley.In the emerging and … [Read more...] about The Most Successful Bot Company You’ve Never Heard Of
8 Different Types Of Customer Service Automation Technologies
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 SoftwareProviders in this … [Read more...] about 8 Different Types Of Customer Service Automation Technologies
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.What Customer Service Metrics Should You Care About?1. Average Handle TimeThe … [Read more...] about The 8 Most Important Metrics In Customer Service