Callminer

DECEMBER 5, 2019

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Here are my predictions on how the contact centre will evolve in 2020. The data shows that callers are increasingly using offensive language to verbalize their anger and frustration.

Predictive Analytics 207

Predictive Analytics Unstructured Data Omnichannel Touchpoint 207

Intercom, Inc.

FEBRUARY 13, 2020

Instead, we’re entering an exciting new moment in marketing where AI tools not only have the ability to free up humans to do the best work of their careers, they are helping companies reach their customers in a highly personal and engaging way. Here we are in 2020 with much better data collection than we’ve ever had.

Unstructured Data 181

Unstructured Data Omnichannel Machine Learning Structured Data 181

InteractionMetrics

JUNE 19, 2020

Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is its follow-up question, usually stated as something like ‘How could we improve? While unstructured data like this may appear to defy quantification, that’s not actually the case.

Unstructured Data 52

Unstructured Data Text Analytics Net Promoter Score AI 52

SugarCRM

MAY 3, 2021

According to Gartner , dark data is the type of information companies gather, but fail to proactively use. In 2020, 93% of all data was dark and unstructured. At SugarCRM, we achieved this performance by integrating AI predictive capabilities with SugarPredict. Public Source Data. Email correspondences.

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Ameyo Callversations

APRIL 21, 2022

In 2020, we witnessed paradigm change in different avenues of our life. Next-gen technologies such as AI, ML, NLP, AR/VR, and more are capable of helping reduce cost and improving metrics such as revenues, wallet and market share, and steady cash flows. Conversational AI is the new kid on the block.

Contact Center 52

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1 to 1

JANUARY 25, 2021

The most successful brands will blend Artificial Intelligence (AI) with human intelligence to deliver the hyper-personalized effortless experiences today’s customers crave. TWO: Train employees with AI-powered “customers”. Smart contact center leaders will use AI to train associates faster, in more engaging ways, and at half the price.

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Artificial Intelligence Contact Center Unstructured Data AI 29

Steven Van Belleghem

MAY 19, 2020

Most of the reactions below, mention automation as well, obviously: AI, analytics, chatbots, voice assistants, etc. But we had had the modest ambition, in line with our 2024 vision, to fire up small initiatives in 2020 to explore the possibilities and impact of service experts or agents working from home. Usage of smart technology.

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