Intercom

MAY 31, 2023

Are you intrigued by the possibilities of AI but finding it difficult to get to grips with all the technical jargon? Our AI glossary will help you understand the key terms and concepts. If you’d like to get more of our content about AI and automation delivered to your inbox, be sure to subscribe to our regular newsletter.

AI 72

AI Machine Learning Artificial Intelligence Unstructured Data 72

Logicalware

FEBRUARY 13, 2024

The 2022 ICMI survey found that 30% respondents feel new agents do not receive adequate training in contact centres. Investing in an intuitive solution that harnesses AI, such as Puzzel’s Agent Assist , can be a valuable onboarding tool for new agents. Next, businesses will need to train their agents on how to use the new solution.

Omnichannel 59

Omnichannel Social Media ML AI 59

SurveySensum

JUNE 14, 2022

A significant issue with the CATI system in 2022 is that 8 calls out of 10 are always unanswered or marked as spam. Therefore, it is probably not the best option in 2022, and businesses are on the hunt for finding the best telephone survey alternatives. We will also see if there is a perfect alternative to telephone surveys in 2022.

ML 52

ML Net Promoter Score Actionable Insights CRM 52

Execs In The Know

FEBRUARY 5, 2024

Hyper-Automation is Revolutionizing BPO Operations Hyper-automation takes automation a step further by integrating multiple advanced technologies and platforms, such as artificial intelligence (AI), machine learning (ML), and robotic process automation (RPA), to optimize as many business processes as possible across a company.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

DMG Consulting

NOVEMBER 1, 2022

Today’s artificial intelligence (AI)-enabled KM solutions take it a step further by proactively delivering context-aware knowledge articles to agents so they can provide accurate, consistent, and efficient responses to customers. The infusion of AI into KM solutions is making these solutions smarter, more responsive, and more accurate.

ML 48

ML Artificial Intelligence Outlook Contact Center 48

Lumoa

FEBRUARY 14, 2024

In Hubspot’s 2022 State of Service Report, 85% of the customer service agents agreed customers are more likely to share both positive and negative experiences. Increased Use of AI As AI technology increases its capabilities, it will directly impact chatbot quality.

Customer Experience 78

Customer Experience ML Social Media CX 78

SurveySensum

JULY 15, 2022

Top 10 Typeform alternatives in 2022. #1 Equipped with advanced tools like AI, ML, etc. So which is the perfect alternative? Which platform can you use? Here’s the compared and compiled list of the top 10 Typeform alternatives that can help you out. 1 SurveySensum. Here’s why. Features: . Offers enterprise-level survey tools.

E-commerce 52

E-commerce NPS Sentiment Analysis ML 52

VOZIQ

MAY 1, 2022

Applying AI and ML to data such as customer chats, agent notes, surveys, etc., 5 Customer Experience Books You Must Read in 2022. We have selected a few of our favorite books on customer experience, which we believe are worth reading in 2022!

Unstructured Data 40

Unstructured Data ML Customer Retention AI 40

Zendesk

OCTOBER 17, 2023

ChatGPT is an impressive conversational AI (artificial intelligence) chatbot by OpenAI that launched in 2022. ChatGPT (Chat Generative Pre-Trained Transformer) is an AI chatbot with a conversational user interface , enabling the tool to mimic human communication. But can OpenAI API or ChatGPT be used for customer service?

Customer Service 52

Customer Service Artificial Intelligence AI Machine Learning 52

DMG Consulting

AUGUST 16, 2022

August 4, 2022 By Donna Fluss. The market is experiencing a major shift from the self-service systems of old—touch-tone-based or speech-enabled interactive voice response systems (IVRs)—to the new generation of conversational artificial intelligence (AI)-based IVAs. IVAs Are Essential for an AI Transformation.

Contact Center 48

Contact Center Artificial Intelligence AI ML 48

Lumoa

JUNE 23, 2021

According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022. This meteoric pace of innovation birthed new and innovative solutions for modern contact centers, finally coming to a crescendo with the advent of artificial intelligence (AI).

Contact Center 78

Contact Center Artificial Intelligence Omnichannel Machine Learning 78

DMG Consulting

JUNE 8, 2021

But it’s only in the last 18 months that AQM solutions are seeing significant adoption, due to innovations in the area of artificial intelligence (AI) and machine learning (ML). Analytics-enabled QM has been talked about for at least 12 years and has been available to some degree for 10 of them. Transformational Benefits of IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Aquire

APRIL 26, 2021

For example, according to research , the global conversational AI market size is expected to grow from $4.8 30 conversational AI statistics . By 2022, 70 percent of white-collar workers will interact with conversational platforms daily. billion in 2020 to $13.9 billion by 2025, at a Compound Annual Growth Rate (CAGR) of 21.9

Customer Experience 111

Customer Experience Healthcare Real Estate AI 111

Execs In The Know

OCTOBER 11, 2022

According to NICE’s 2022 Digital-First Customer Experience Report , there is a significant disconnect in how brands and consumers view both the performance and priority of their digital self-service. Further compounding this self-service breakage is that the issue is a meaningful blind spot for many brands. About Knowbl.

CX 52

CX Artificial Intelligence ML Machine Learning 52

Intercom

MAY 19, 2022

With the 2022 Customer Service Quality Benchmark Report , we wanted to look deeper than individual metrics. In this episode, we’ve invited our partners at Aircall and Klaus to discuss key takeaways from this year’s report, the challenges ahead, and trends for 2022 and beyond. Trends for 2022 and beyond.

Customer Service 52

Customer Service Start-ups ML Engineering 52

Ameyo Callversations

APRIL 21, 2022

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. The contact center technology stack will be completely different in 2022, with many advances in multiple streams. banner_blog_1].

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

SugarCRM

APRIL 14, 2022

Clare shares her thoughts on addressing lead and revenue generation: “By marrying artificial intelligence (AI) innovations with customer intent data, organizations can take sales and marketing efforts to the next level and at scale. Investments in AI have increased during the pandemic. The solution stands in making AI pragmatic.

Business Growth 48

Business Growth Artificial Intelligence ML CRM 48

Zendesk

APRIL 7, 2022

31 percent of business leaders surveyed in the Zendesk Customer Experience Trends Report 2022 say driving stronger customer relationships is a top priority this year. More and more companies are realizing the power of customer relationships. But the question is, how can companies create connections with their customers? It isn’t easy.

ML 98

ML Social Media Start-ups CX 98

SurveySensum

MAY 19, 2023

According to the extensive research done by Satmetrix in 2022, the industry average NPS score in Banks is 31. Artificial Intelligence: With AI, banks can improve and automate their customer support, making the service more efficient. But these are all general benchmarks. SurveySensum is a top customer experience management platform.

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

Intercom

DECEMBER 14, 2023

If you haven’t noticed already, chances are you’re going to pick up a bit of a theme here – 2023 was the year AI changed everything. It’s been an incredibly exciting year – and we have big plans for the year ahead, as we continue to tell extraordinary stories from the frontlines of the AI revolution. Here’s Fergal Reid.

AI 98

AI Start-ups Legal Technology 98