AI and agent-assisted service

by   |    |   3 minutes  |  in Customer Engagement, Service Management

While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organization should take great care to ensure that the use of AI is complementary to their existing customer experience and aligns with both the customer’s and agent’s expectations. For AI and robotics to work best, they should seamlessly blend with…

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Conversational AI

by   |    |   6 minutes  |  in Customer Engagement, Service Management

What happens when your contact center is ready to stop talking about chatbots or conversational AI and wants to move something into action? The potential for AI and virtual assistance is vast and inspiring to executives and service leaders but knowing where to begin and how to develop an effective strategy is illusive and paralyzing…

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AI success

by   |    |   3 minutes  |  in Customer Engagement, Service Management

When you ask customers what they want from their experiences with your organization, simplicity and ease top their list. Furthermore, they want to know that they can trust whomever is providing them with service.  For those reasons, customers may respond negatively when they realize that a machine, not a human, is providing them with service….

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Integrating AI

by   |    |   2 minutes  |  in Customer Engagement, Service Management

When adding artificial intelligence to your organization, the best first step is to create a plan for integrating AI and robotics into the omni-channel experience that you’ve already developed. It doesn’t mean that you need to change everything about the customer experience just because you’re implementing new capabilities. In fact, implementing robotics and artificial intelligence…

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