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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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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by   |    |   5 minutes  |  in Creativity & Innovation, IFS Labs

Well, at least I don’t believe that. They will definitely change the how we work or, even better, how we work and learn. The aging workforce I wrote this blog on my 40th birthday…and in the older definitions the “aging workforce” was defined as working individuals aged 40 years or older. However, living and working…

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Set IoT free, automate your business

by   |    |   4 minutes  |  in Business Agility, Business Technology, Construction and Contracting, Creativity & Innovation, Digital Transformation, Mobility, Strategy

Part three of a three-part blog series on enhancing the Internet of Things (IoT): Part one introduced the standard IoT concept, part two explained how to boost analytical and security effectiveness and this part details the boost in delivering efficiency using innovative technologies to automate actions. IoT and the RPA performance boost IoT systems still…

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Construction industry trends

by   |    |   7 minutes  |  in Business Technology, Construction and Contracting, Research, Strategy

Huge tower blocks built in weeks under one roof… automated bridge-building behemoths… bricklaying robots… No, it’s not science fiction. These are all real solutions doing here-and-now-business. And soon there will be more. So what are the big construction trends in Europe, the US and Asia, and how can we turn them from opportunities into business…

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This will be the year of retailtainment.

by   |    |   7 minutes  |  in Creativity & Innovation, Digital Transformation, Retail, Strategy, Supply Chain

2017 will be a fantastic year for retailers to experiment by trying out new ideas. There’s only one thing they can’t risk—standing still. What’s in store for retail over the coming years? Ulf Tillander, Global Industry Director of Retail at IFS, highlights three trends that will drive the industry in 2017 and beyond. Store as…

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