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by   |    |   5 minutes  |  in Business Technology, Creativity & Innovation, Manufacturing, Transform Your Business

A new generation of point AI solutions will prove themselves in 2019. They’ll build new trust, urgency and understanding of what ‘AI’ actually is, and just how much it can deliver. Voice-driven solutions will lead the charge. And we’ll see pick-and-place robots in smart warehouses delivering a major competitive edge, as companies advance their use…

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Adding Artificial Intelligence

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

Adding artificial intelligence to the contact center is an important decision that involves a significant investment of time money, and resources. Because of this, when an organization is ready to implement AI, it’s absolutely critical to identify how and when the new technology will deliver a return on investment. There are a number of ways…

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AI

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

There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, its ability to capture robust customer insights, and its efficiency in handling contacts make it a very attractive investment for contact center leaders. Customers realize this and…

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AI adoption mistakes

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

Many analysts are making predictions on the adoption of artificial intelligence, messaging apps and the convergence of the two in customer service and support environments. These projections have many contact center leaders wondering what they should—and shouldn’t—be focused on when it comes to AI adoption in the coming years. What about AI is hype? And…

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retail customer experience

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

One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of your self-service offerings. A common mistake among AI implementations is a lack of review in existing self-service systems and a thoughtful plan for where artificial intelligence is the best solution. Without proper planning, reporting and…

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Will AI eliminate humans

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

When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders is, “what will happen to humans when AI takes over?” “Will AI eliminate humans in the contact center?” On one side of projections, analysts cite a dismal future for the role of live agents in…

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Artificial Intelligence within customer service

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

Artificial intelligence has the potential to transform the contact center industry. Much of the conversation has centered on chatbots or virtual assistants that respond to text and speech, but this is just one aspect of the wide-ranging, permanent effect that machine learning combined with process automation will have on customer service. Machine learning algorithms learn…

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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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