Artificial intelligence has the potential to transform the contact center industry. Much of the conversation has centered on chatbots or…
Read MoreRead the latest IFS blog posts from the Service industries experts at IFS here. These authors understand the issues and challenges you face – read their thoughts from around the world on new technologies and market developments in service management. Learn more about IFS’s expertise in the Service industries.
The Emergence of Artificial Intelligence within Customer Service
Finding the Perfect Balance of AI and Agent-Assisted Service
While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organization should take great care…
Read MoreIntroducing Conversational AI in the Contact Center
What happens when your contact center is ready to stop talking about chatbots or conversational AI and wants to move…
Read MoreCross-Functional Cooperation is the Key to AI Success
When you ask customers what they want from their experiences with your organization, simplicity and ease top their list. Furthermore,…
Read MoreThe First Step to Integrating AI in Your Customer Experience
When adding artificial intelligence to your organization, the best first step is to create a plan for integrating AI and…
Read MoreField service in focus: IFS and NEC bring FSM excellence to Japan
Field service management (FSM) is beginning to get a lot of attention and it’s easy to see why. Intelligently managing…
Read MoreFrom the outside in: Why I decided to join IFS
Last week I joined the IFS team as Field Service Evangelist and Director of Service Management Business Development. For those…
Read MoreCan an AI chatbot deliver great customer service?
Customer service is a people-focused business, and according to the Harvard Business Review, there are elements of service that are…
Read MoreCustomer Service Week: The IFS customer perspective
In recent years, the service industry has seen massive change with disruptive technology and higher customer expectations, but one thing…
Read MoreField Service Buzzwords: Bringing it together
In this series we’ve discussed the service buzzwords I believe deserve the most attention in 2018 and in my last…
Read MoreField Service Buzzwords: ‘Cloud’
Previously, we discussed the impact the Internet of Things can have on a service organization. Our final buzzword is key…
Read MoreField Service Buzzwords: ‘Internet of Things’
Previously, we discussed the importance of delivering seamless customer service throughout the entire service lifecycle. In this blog we’ll discuss…
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