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. With these advancements, teams can provide quality support, regardless of their operating budget or size.

Customer Service 69

Customer Service Outlook Machine Learning AI 69

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. And what a year it’s been – 2023 will go down in history as the breakout year for AI. On the machine learning team, there’s another way of thinking about this. I think that’s a real dynamic.

AI 98

AI Start-ups Legal Technology 98

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

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 CCaaS market is positioned to thrive and grow rapidly during the next 5 years.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

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. Want to learn more about customer service automation? Read our complete guide – The State of Automated Customer Service in 2023.

Customer Service 96

Customer Service Artificial Intelligence Machine Learning AI 96

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

ECXO

DECEMBER 20, 2023

Real-time lead scoring Using AI and machine learning, a CDP can identify leads are most likely to convert, those who need more nurturing and those who are likely to churn. Look for a solution that provides B2B lead prediction and account scoring, and surfaces customer churn and conversion predictions.

Customer Experience 156

Customer Experience B2B Machine Learning AI 156

TeamSupport

DECEMBER 20, 2023

As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Invest in AI-Powered Technologies Artificial intelligence (AI) and machine learning technologies continue to revolutionize customer support. Bottom line: Know your customer better than they know themselves.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

CommBox

DECEMBER 20, 2022

A robust intent-driven AI engine that’s powered by an advanced machine learning algorithm to route inquiries to the best available agent when needed based on business logic, automated workflows and repetitive tasks, and manage routine communications. . Stay tuned for more innovation to come in 2023. . This is only the beginning.

CX 95

CX Machine Learning Engineering AI 95

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

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

Zendesk

JANUARY 7, 2022

Conversational AI platforms use data, machine learning (ML) , and NLP to recognize vocal and text inputs, mimic human interactions, and facilitate conversational flow. These bots can continuously learn from conversations with customers, so they’re able to deliver more helpful responses as time goes on. Siri or Amazon Alexa).

AI 98

AI Machine Learning Artificial Intelligence ML 98

Aquire

JANUARY 24, 2022

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. The projected value of ecommerce transactions through chatbots by 2023 will be $112 billion ( Juniper Research ). percent from 2021 to 2028.

Real Estate 98

Real Estate Healthcare AI Artificial Intelligence 98

SurveySensum

APRIL 7, 2025

Source: G2 , Sep 11, 2023 3. AI-Powered Text Analytics to Discover Critical Issues Immediately SurveySensum’s text analytics software uses AI and machine learning to automatically analyze open-ended feedback, saving you time and effort. Source: G2 , Jan 28, 2021 7.

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

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. Many tech firms have explicitly linked the layoffs to the proliferation of AI and machine learning throughout their businesses. This year’s average decline was 3.9 set in 2017.

CX 105

CX AI Contact Center Machine Learning 105

Gainsight

MAY 18, 2023

According to the company, “Alteryx delivers easy end-to-end automation of data engineering, analytics, reporting, machine learning, and data science processes, enabling enterprises everywhere to democratize data analytics across their organizations for a broad range of use cases.” Congratulations, 2023 GameChangers!

Invoicing 52

Invoicing Scorecard Innovation Machine Learning 52

Intercom, Inc.

DECEMBER 28, 2022

We’re planning some exciting new developments around here, and we look forward to providing more valuable, engaging material to help you support your customers in 2023. P.S. Keen to get ahead of the competition in 2023? Above all, thanks for reading, sharing, and listening to our content. Zara Burke , Principal Editor.

Innovation 118

Innovation Machine Learning Customer Retention Customer Service 118

Intercom

OCTOBER 17, 2024

Our development journey When Intercom launched Fin AI Agent in March 2023, it was the first generative AI-powered customer service agent on the market. We tapped into learnings from our previous machine learning-based product, Resolution Bot , to inform what a generative AI Agent could look like.

AI 93

AI Outlook Machine Learning Start-ups 93

Zendesk

SEPTEMBER 15, 2021

According to research from a Finances Online report, the helpdesk software market share is projected to reach $11 billion by 2023. With maintaining trust with your customers, it is your responsibility to protect your customers’ information once it arrives in your ecosystem.

CX 97

CX E-commerce Machine Learning Social Media 97

ProProfs

MAY 10, 2023

The company uses Artificial Intelligence (AI) and Machine Learning (ML) to provide detailed insights and analytics to help clients make informed decisions about talent acquisition, development, and management. Automated Evaluations : HighMatch uses AI and machine learning algorithms to automate evaluations of candidate responses.

Artificial Intelligence 52

Artificial Intelligence AI Machine Learning Education 52

DMG Consulting

APRIL 15, 2020

AI-based technologies, such as predictive analytics and machine learning, are being incorporated into WFM solutions to automate the selection of the optimal forecasting model for each business’s unique needs. Machine learning uses an iterative learning process to improve schedule accuracy by validating predictive models.

Contact Center 62

Contact Center Machine Learning Predictive Analytics Artificial Intelligence 62

ProProfs

MAY 10, 2023

The company uses Artificial Intelligence (AI) and Machine Learning (ML) to provide detailed insights and analytics to help clients make informed decisions about talent acquisition, development, and management. Automated Evaluations : HighMatch uses AI and machine learning algorithms to automate evaluations of candidate responses.

Artificial Intelligence 52

Artificial Intelligence AI Machine Learning Education 52

DMG Consulting

MAY 10, 2023

Why Knowledge Management is Essential for your Contact Center May 2023 Knowledge management is a process for authoring, collecting, organizing, presenting, maintaining, and storing information in a manner that is readily accessible and easily consumable by all organizational constituents.

Contact Center 62

Contact Center Artificial Intelligence Machine Learning AI 62

CommBox

SEPTEMBER 13, 2021

Powered by machine learning capabilities, chatbots learn to understand human behavior, communicate more naturally and constantly improve the customer experience. By 2023, chatbots are projected to drive eCommerce transactions worth $122bn. What are Chatbots? . Chatbots can result in 80-90% response rates. .

Sales 98

Sales AI Healthcare Omnichannel 98

Zendesk

JANUARY 30, 2023

The process employs machine learning to analyze huge amounts of customer data, scanning interactions to identify negative, positive, and neutral language to gauge how consumers view your business and level of support. What is customer sentiment analysis?

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

Zendesk

JULY 22, 2022

By 2023, online retail sales are anticipated to reach $6.17 Conversational AI is a form of artificial intelligence that uses large volumes of data, natural language processing ( NLP ), and machine learning. The ecommerce market has exploded over the past few years and is continuing to grow at an accelerated rate.

AI 98

AI Artificial Intelligence Omnichannel Machine Learning 98

Comm100

DECEMBER 2, 2021

According to a study from Juniper Research , by 2023 chatbots will: – Provide operational cost savings of $7.3 Year over year, chatbot use has increased significantly as technology and AI improvements have been made. Between 2018 and 2020, the adoption of chatbots increased by 67%. billion globally in banking.

Customer Experience 98

Customer Experience Omnichannel Machine Learning Social Media 98

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

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. This blog post lists the top 10 contact center solutions that gained a lot of popularity in 2022 and are poised to keep up the momentum in 2023 and beyond. Choosing the right contact center software is essential for success.

Contact Center 40

Contact Center Social Media Omnichannel CRM 40

Intercom

MAY 23, 2023

We’ll be sharing our findings, along with actionable advice on how to leverage AI to gain a competitive edge and drive business growth, in our upcoming State of AI in Customer Service Report for 2023 ( sign up to our newsletter so you don’t miss it ?).

Customer Service 59

Customer Service AI Machine Learning Start-ups 59

Ameyo Callversations

OCTOBER 22, 2021

As the report by IDC suggests, digital transformation investment is expected to approach $7 trillion by 2023 as companies build on existing strategy and investments, becoming digital-at-scale future enterprises. Conversational AI enables machines to process, understand, and respond naturally to text or voice inputs.

AI 98

AI CX Artificial Intelligence Touchpoint 98

Taylor Reach Group

SEPTEMBER 6, 2023

It signifies the industry’s continuous efforts to offload tasks that were traditionally handled by human agents to machines. From checking bank balances in the 1980s to engaging in lucid conversations with AI chatbots in 2023, the core objective remains consistent: enhancing self-service capabilities.

Contact Center 65

Contact Center AI Data Entry Sentiment Analysis 65

Comm100

JUNE 12, 2023

Two months after the language learning model ChatGPT was released to the public, it broke world records. 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.

AI 52

AI Customer Experience Artificial Intelligence Machine Learning 52

TeamSupport

NOVEMBER 6, 2023

Meet Growing Customer Demands with AI and Machine Learning TeamSupport customers have even more live chat features to look forward to. Starting in 2023 we’re offering a number of AI-powered features that will help improve your overall customer experience while helping your support team work more efficiently.

Sentiment Analysis 59

Sentiment Analysis Machine Learning AI Touchpoint 59

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. Unlike traditional machine learning models with narrow use cases, LLMs are trained on extensive data, with a sophisticated architecture resembling the human brain.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Zendesk

NOVEMBER 28, 2023

Bots and virtual assistants Bots and virtual assistants are types of conversational AI that use deep learning , machine learning algorithms, and natural language processing (NLP) to learn from human interactions. It’s also a cloud computing provider offering AI and machine learning services.

AI 52

AI ML Machine Learning Artificial Intelligence 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