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Customer Service

Best Practices In Implementing AI For Customer Care

June 13, 2017 by Marlene Jia

Customer Experience Automation Best Practices For Artificial Intelligence

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 … [Read more...] about Best Practices In Implementing AI For Customer Care

How Artificial Intelligence Is Used In Customer Experience Automation

June 13, 2017 by Marlene Jia

Customer Experience Automation How AI Is Used

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

June 13, 2017 by Marlene Jia

Customer Experience Automation - History of Common Pain Points In Customer 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

The Art of Computer Conversation

May 31, 2017 by Mariya Yao

Oren Jacob Computer Conversation AI Bots Future

What happens when you artfully blend storytelling with artificial intelligence? Done right, you might get a conversational bot smart enough to amuse and captivate us humans.Take it from animator, technologist, and former Pixar CTO Oren Jacob. Personally picked by Steve Jobs and Ed Catmull to lead the award-winning studio’s internal tech team, Jacob helped craft the moving … [Read more...] about The Art of Computer Conversation

9 Critical Decisions Behind Successful Customer Service Bots

November 18, 2016 by Marlene Jia

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?

November 18, 2016 by Marlene Jia

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?

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