Vanson Bourne and Bold360 powered by LogMeIn surveyed business leaders and consumers across the globe to understand how these groups view Customer Experience (CX), determine where there is still friction in CX, and define how emerging technology like Artificial Intelligence (AI) can help deliver better outcomes. Here are the key findings of the report: On average, less … [Read more...] about Consumer Report Shows How Chatbots Accelerate Service & Improve Customer Journeys
Bots
6 Technical Approaches For Building Conversational AI
How do you order toilet paper online? If you were using a modern graphical user interface (GUI), you would: Go to your computerOpen up a browserType in Amazon, then type "toilet paper" into the search windowSuffer analysis paralysis over the gazillion selections that pop upMake a choice but then be confronted with more choices over how many packs to getSign in if you … [Read more...] about 6 Technical Approaches For Building Conversational AI
11 Powerful AI Tools You Can Use To Upgrade Your Customer Experience
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
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)
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 Software Providers 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 Time The … [Read more...] about The 8 Most Important Metrics In Customer Service
Best Practices In Implementing AI 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 … [Read more...] about Best Practices In Implementing AI For Customer Care
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 … [Read more...] about How Artificial Intelligence Is Used In Customer Experience Automation