Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. To remain competitive in the fight for customer service supremacy, many organizations now rely on automation and artificial intelligence (AI) in customer service. What is the state of automated customer service in 2023? What are the benefits of AI in customer service?

Customer Service 98

Customer Service Healthcare AI Artificial Intelligence 98

Zendesk

JANUARY 7, 2022

Today’s businesses are looking to provide customers with improved experiences while decreasing service costs—and they’re quickly learning that chatbots and conversational AI can facilitate these goals. What’s the difference between chatbots and conversational AI? What is conversational AI? Siri or Amazon Alexa).

AI 98

AI Machine Learning Artificial Intelligence ML 98

Intercom

OCTOBER 17, 2024

With the advent of AI-first customer service, a lot of frontline customer queries are now being dealt with by LLM-powered AI agents. Our own Fin AI Agent resolves more than 50% of customer queries immediately. However, there’s a perception that AI agents can only function over chat.

AI 93

AI Outlook Machine Learning Start-ups 93

SurveySensum

FEBRUARY 17, 2025

In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. Text analytics tools use AI, NLP, and machine learning algorithms to process and interpret large volumes of text.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 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

Ameyo Callversations

OCTOBER 22, 2021

As the world becomes more technological and digital with the changing dynamics, Conversational Artificial Intelligence (AI) is enabling businesses to reduce communication friction between humans and computers. Conversational AI is growing more extensively every day in almost every business.

AI 98

AI CX Artificial Intelligence Touchpoint 98

CommBox

SEPTEMBER 13, 2021

Businesses are widely deploying AI-powered service chatbots to improve customer service and increase sales. Chatbots are AI-powered conversational assistants created to communicate with customers without human intervention. By 2023, chatbots are projected to drive eCommerce transactions worth $122bn. What are Chatbots? .

Sales 98

Sales AI Healthcare Omnichannel 98

Zendesk

JULY 22, 2022

By 2023, online retail sales are anticipated to reach $6.17 To combat high-effort service interactions and the churn that comes along with it, many brands are turning to conversational AI to help simplify experiences for customers. They also credit AI for saving them time and effort while also elevating the overall service experience.

AI 98

AI Artificial Intelligence Omnichannel Machine Learning 98

Intercom

MARCH 29, 2023

We teamed up once again with Klaus, Aircall, and Support Driven to survey customer service leaders on their key metrics, how they maintain support quality, and where they’re investing in 2023. This enables teams to improve the efficiency of their support processes, reduce wait times for customers, and provide quicker resolutions to queries.

Customer Service 69

Customer Service Outlook Machine Learning AI 69

ECXO

DECEMBER 20, 2023

AI and GenAI are the capital of everything possible In this article I want to take a step back from the glare and wall of noise about personalisation. The answers are rooted in AI-powered customer data platforms (CDPs). AI and GenAI are now the capital of everything possible. This all adds up to one thing.

Customer Experience 156

Customer Experience B2B Machine Learning AI 156

Comm100

MAY 23, 2023

The tech is often powered by AI (artificial intelligence) and machine learning algorithms that can mimic human interaction by understanding and responding to customer queries. Automated customer service can vary in complexity, from automated email responses to intelligent AI chatbots.

Customer Service 96

Customer Service Artificial Intelligence Machine Learning AI 96

Execs In The Know

AUGUST 27, 2024

The 2024 results are concerning, with 39 percent of brands reporting a drop in service quality, a significant increase from 17 percent in 2023. These cost-cutting measures intersect with another powerful trend reshaping the industry: the rise of AI. However, the rise of AI has been another significant factor in workforce reductions.

CX 105

CX AI Contact Center Machine Learning 105

DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

Zendesk

MAY 24, 2023

AI has been a part of pop culture for generations (enter: The Terminator), but the recent developments of ChatGPT and AI-powered bots have breathed new life into the conversation surrounding its role in business. How can AI help customer service? How can AI help customer service?

AI 88

AI Customer Service Machine Learning Technology 88

TeamSupport

DECEMBER 20, 2023

As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. In 2024, businesses should focus on proactive support strategies, such as predictive analytics and AI-driven insights, to identify potential issues and address them before customers even realize there's a problem.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Intercom

OCTOBER 4, 2023

But with AI transforming customer service as we know it, how should support leaders adapt their core metrics to get a true measure of success in this new era? Our own Customer Support team is already adjusting the metrics and benchmarks we use to measure success as our AI chatbot, Fin, resolves more and more of our customers’ queries.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Aquire

JANUARY 24, 2022

According to research , the global conversational AI market size is expected to grow from $4.8 By 2023, Juniper forecasts that over 50 percent of the chatbots accessed will be through discrete apps, with complete bot integration overturning the makeup of current app functionality. How does your CX strategy stack up? Gart n er ).

Real Estate 98

Real Estate Healthcare AI Artificial Intelligence 98

CommBox

DECEMBER 20, 2022

The first autonomous communication platform designed to natively automate engagements across any digital channel and to work in complete harmony with both human and AI-driven communications. Stay tuned for more innovation to come in 2023. . Some of the highlights of CommBox include: . This is only the beginning.

CX 95

CX Machine Learning Engineering AI 95

Taylor Reach Group

SEPTEMBER 6, 2023

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. It signifies the industry’s continuous efforts to offload tasks that were traditionally handled by human agents to machines.

Contact Center 65

Contact Center AI Data Entry Sentiment Analysis 65

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. Totango designated as a “Strong Performer” Forrester’s 2023 report named Totango a “Strong Performer.” Deliver in-app guidance and content aimed at prioritizing user adoption.

B2B 98

B2B ML CRM Customer Relationship Management 98

SurveySensum

APRIL 7, 2025

With ready-to-use survey templates , AI-powered insights, and customizable surveys, it makes gathering and analyzing data quick and easy. Ease-of-Use Creating surveys is effortless with SurveySensum’s AI-enabled survey builder. Source: G2 , Sep 11, 2023 3. But Is SurveyMonkey Worth It? And the best part?

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

Logicalware

NOVEMBER 23, 2023

It’s safe to say that AI has been on everyone’s lips throughout 2023. In fact, it has been so ubiquitous that Collins dictionary even named AI the word of the year in 2023. Yet, a burning question remains; What does the future hold for AI? AI is not a passing trend; it’s here to stay.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Hodusoft

SEPTEMBER 18, 2023

Discover the Latest Trends with HoduSoft at the 12th BPO Innovation Summit & Awards 2023 In the dynamic world of Business Process Outsourcing (BPO), staying up-to-date is essential for success. The event is scheduled for September 21, 2023, at the Taj MG Road in Bengaluru. Join us today to shape the future of BPO!

Innovation 52

Innovation Artificial Intelligence Data Entry ML 52

VOZIQ

DECEMBER 22, 2023

Reston, VA,  December 21, 2023 : VOZIQ AI, a leading provider of Predictive Customer Intelligence Solutions for subscription-based recurring-revenue businesses, is pleased to announce its strategic partnership with AMP Smart to offer AI-enabled proactive customer loyalty solution aimed at maximizing Customer Lifetime Value (CLV).

Customer Loyalty 52

Customer Loyalty AI Artificial Intelligence Machine Learning 52

Comm100

JUNE 12, 2023

By February of 2023, the chatbot created by software company OpenAI had garnered 100 million unique visitors , making it the fastest-growing consumer app ever to have been released. The AI chatbot application can respond to written prompts to generate stories, essays, articles, answers to questions, code sequences, and even jokes and poems.

AI 52

AI Customer Experience Artificial Intelligence Machine Learning 52

Execs In The Know

APRIL 13, 2023

According to Juniper Research , eCommerce losses are projected to surpass $48 billion worldwide in 2023, a significant rise from the $41 billion reported in 2022. Invest in fraud detection software that uses advanced analytics and machine learning algorithms to detect fraudulent behavior.

Machine Learning 98

Machine Learning Technology Technology Customer Satisfaction 98

Gainsight

AUGUST 20, 2024

AI for customer success (CS), as well as AI for customer service, customer education, and customer relationship management (CRM) is evolving at a remarkable pace. According to a 2024 Forbes Advisor survey , a staggering 64% of respondents in SaaS believe AI will enhance customer relations and productivity.

AI 52

AI Predictive Analytics Machine Learning Innovation 52

Zendesk

NOVEMBER 28, 2023

What is AI as a service? AI as a service (AIaaS) is a service offered by third-party vendors that allows businesses to incorporate AI-powered tools and capabilities into their systems. Premiering in 1962, the cartoon accurately depicts many technologies we use today—including AI. If you’re new to this, no worries.

AI 52

AI ML Machine Learning Artificial Intelligence 52

Aquire

JANUARY 6, 2022

To better simulate human conversation, some chatbots are powered by artificial intelligence (AI) and machine learning — leveraging methods such as conversational AI and natural language processing — to understand users’ intent and deliver answers using everyday keywords and phrases. Supporting customers 24/7.

Social Media 98

Social Media Artificial Intelligence Retail AI 98

Zendesk

NOVEMBER 3, 2023

Recent technological breakthroughs have introduced generative AI to the masses, putting it on a faster track to popularity than the World Wide Web. According to the Zendesk Customer Experience Trends Report 2023 , 65 percent of business leaders believe the AI they use is becoming more natural and human-like—and it’s only going to get better.

AI 52

AI Machine Learning Artificial Intelligence ML 52

DMG Consulting

APRIL 17, 2025

AI Can Help. Satisfaction with the CX was lower in 2024 than in 2023, and it seems as if this trend has been playing out for years. Companies using cloud-based contact center systems likely already have access to some of these AI-enhanced capabilities. With CX, Theres a Disconnect Between Expectations and Reality.

AI 48

AI CX Contact Center Artificial Intelligence 48

Comm100

DECEMBER 2, 2021

This will all change in 2022 as more organizations make the leap to AI. Year over year, chatbot use has increased significantly as technology and AI improvements have been made. According to a study from Juniper Research , by 2023 chatbots will: – Provide operational cost savings of $7.3 billion globally in banking.

Customer Experience 98

Customer Experience Omnichannel Machine Learning Social Media 98

VOZIQ

FEBRUARY 7, 2023

Reston, VA, February 6, 2023: VOZIQ AI, one of the leading providers of Predictive Customer Intelligence Solution, is excited to announce the launch of its new AI-powered Predictive Price Increase Solution for subscription businesses. Vasudeva Akula, CEO of VOZIQ AI.

AI 40

AI Artificial Intelligence Machine Learning Contact Center 40

DMG Consulting

APRIL 15, 2020

The Report explores the impact of trends such as the digital transformation, the gig economy, artificial intelligence (AI) enablement, automation and the hybrid workforce on the WFM market. Machine learning uses an iterative learning process to improve schedule accuracy by validating predictive models. “AI

Contact Center 62

Contact Center Machine Learning Predictive Analytics Artificial Intelligence 62

Intercom

MAY 23, 2023

We recently shared some early insights from our research into the effects of AI on customer service. To understand the impact of AI on the customer service industry, we surveyed over 1,000 global support leaders and practitioners. AI will do the same. AI vs automation in customer service: what’s the difference?

Customer Service 59

Customer Service AI Machine Learning Start-ups 59

Ameyo Callversations

FEBRUARY 16, 2022

Artificial intelligence and machine learning are slowly becoming conventional territories for several industries. Nearly 90% of bank interactions (internal and external) are automated through AI chatbots. Thus, the role of AI chatbots for the banking system in the coming years will be more significant and ever-expanding.

Artificial Intelligence 98

Artificial Intelligence AI E-commerce Data Entry 98

Ameyo Callversations

AUGUST 24, 2022

This is where conversational AI plays a vital role by delivering efficient customer interactions and fast responses to their queries. With the increasing significance of Artificial Intelligence in customer engagement, more businesses are adopting conversational AI. Also, chatbots will become the harbinger of AI in different industries.

AI 52

AI Sentiment Analysis Contact Center Artificial Intelligence 52