Adrian Swinscoe

SEPTEMBER 30, 2024

Wanting to find a […] The post NICE’s 1CX could be a game-changer for solving knotty customer problems first appeared on Adrian Swinscoe. Imagine that one of your customers is experiencing a problem with a product or service that they have purchased from your company.

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Gaming Artificial Intelligence Contact Center Customer Experience Management 147

Doing CX Right

MARCH 12, 2023

Evan Kirstel, an expert analyst in disruptive technologies, and Stacy Sherman discuss how you can transform customer experiences with generative AI to achieve service efficiency while maintaining human empathy. The post The Future of Customer Service: How Generative AI is Changing the Game appeared first on Doing CX Right.

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Gaming AI Customer Service CX 91

Customer Think

MAY 7, 2024

Today’s post, which I wrote for NICE, covers the power of artificial intelligence when it comes to delivering a great customer experience. Artificial intelligence (AI) has emerged as a game-changer in […]

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Artificial Intelligence AI Customer Experience Gaming 78

Ameyo Callversations

NOVEMBER 16, 2021

In a digital-first post-pandemic world, exceptional customer experience has become a priority without stepping out, and organizations are paying close attention to making it happen with inbuilt AI technologies in contact and cloud centers. A report predicts that the AI market size will reach US$ 270 billion by the end of 2027.

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Contact Center AI Artificial Intelligence Customer Experience 96

Customer Think

DECEMBER 21, 2023

In the realm of artificial intelligence (AI), Large Language Models (LLMs) have emerged as game-changers, wielding a profound impact on how businesses interact with and enhance the experiences of their customers.

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Artificial Intelligence Customer Experience Gaming AI 116

Intercom, Inc.

DECEMBER 31, 2019

The ultimate failure of Siri to dominate the AI personal assistant game might come to be seen as its biggest miss of the decade. Apple finally relented and joined the streaming game in 2015. It is very possible that no other company has done as much to shape our decade as Jeff Bezos’s behemoth. Streaming disrupts the culture.

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Entertainment Gaming Artificial Intelligence Technology 259

Customers That Stick

DECEMBER 12, 2019

Last week we took a look at the three biggest customer experience game changers of the past decade, the 2010s; now, we’re going to look into our crystal ball and I’m going to try to predict what the three biggest customer experience game changers of the next decade, the 2020s, will be. Read the rest here. »

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Gaming Artificial Intelligence Customer Experience Retail 78

eglobalis

AUGUST 19, 2024

Encourages Gaming the System Employees may manipulate customer interactions to boost NPS scores rather than genuinely improving the customer experience. This includes leveraging advanced analytics and AI to interpret customer feedback and drive actionable insights.

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NPS Net Promoter Score VOC Actionable Insights 335

DMG Consulting

AUGUST 31, 2018

The Next Act: The AI-Enabled Contact Center. The world is moving rapidly to adopt artificial intelligence (AI). Whether in the context of autonomous cars, IBM’s Watson, algorithmic trading, software-defined networks, self-healing applications, healthcare diagnostics and more, AI is playing an increasing influential role.

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Contact Center AI Artificial Intelligence Social Media 91

Uniphore

SEPTEMBER 9, 2021

Artificial intelligence (AI) is a field that often attracts hyperbole and misinformation fueled by a general lack of understanding. Popular media hasn’t done much to help the public image of AI, with stories of machines capable of thinking for themselves, stealing people’s jobs and threatening humanity.

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Fonolo

DECEMBER 12, 2018

To stay at the top of your game in the year ahead, it’s essential to understand larger CX trends and how they are shaping our world and our industry. By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes. Investing in Agents.

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Artificial Intelligence CX Contact Center Machine Learning 116

Conversation Agent

FEBRUARY 14, 2022

“Artificial Intelligence (AI) agents will pull information for us on the basis of parameters we establish and control. And late to the game; the hype started in 2004. They will deliver it to the social networks that exist inside our own data network. is the true era of conversation, where the real dialogue begins.”

Technology 105

Technology Technology Artificial Intelligence Gaming 105

Neosperience

DECEMBER 21, 2022

Artificial Intelligence has come a long way in recent years: growing in possibility, skill, and prevalence, it has become part of our everyday lives, influencing our habits. AI Bill of Rights. public sector , but the guidelines it contains can also be applied in other contexts where it is used.

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Artificial Intelligence Legal AI Manufacturing 52

SugarCRM

JANUARY 27, 2021

At SugarCRM, we’ve started this year with certainty rather than predictions, releasing a new slew of product updates, including a game-changing feature: SugarPredict. The post The Scoop: SugarPredict Pioneers Artificial Intelligence for All appeared first on SugarCRM.

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Artificial Intelligence Actionable Insights Innovation Gaming 49

Fonolo

MAY 4, 2021

Budget-conscious center managers are struggling to up their CX game while managing the cost of upgrading their operations. Leverage advances in AI to improve conversations and call resolutions. An alternative to call center overflow handling services is call-center-centric AI. Another way to lower cost-per-call with AI?

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Contact Center Artificial Intelligence AI Omnichannel 152

Provide Support

FEBRUARY 8, 2018

AI Chatbots Vs. Human Powered Live Chat. Predicting what the future of customer service will be like a few years from now there is absolutely no room for doubt that artificial intelligence is going to transform the way businesses interact and engage with customers.

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Artificial Intelligence AI Customer Service Gaming 63

Intercom, Inc.

SEPTEMBER 9, 2022

The tech landscape is changing, the business applications are (potentially) game-changing, and, spoiler alert, Fergal very much believes the hype. AI has been quite overhyped in the past. It’s all about artificial intelligence and machine learning. It feels like the AI hype machine is once again in overdrive.

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Machine Learning ML Unstructured Data Start-ups 249

Beyond Philosophy

MARCH 31, 2020

Imagine each customer being able to look at the scene from different angles using a 360 camera (not so hard) or being able to influence the plot and ending (kind of like the game-books we used to read and play in the 90s). Healthcare, AI, and Robotics. We already saw images of robots being used to deliver food, etc.

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E-commerce Hospitality Hospitality Healthcare 199

TeamSupport

DECEMBER 20, 2023

Provide Proactive Support Anticipating customer needs before they arise is a game-changer in the world of customer support. 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.

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Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Intercom, Inc.

MARCH 20, 2019

The rise of smartphones, messaging, artificial intelligence (AI), and other groundbreaking technologies has led to a new set of expectations for buyers. We’re going to give you the best practices to lay out your live chat game and answer the most common questions we get about live chat.

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Artificial Intelligence Gaming Sales AI 116

Aquire

JULY 26, 2021

AI-based salesbots. Artificial Intelligence is no longer science-fiction, but a business game-changer that has truly arrived. In fact, according to market research firm Tractica, the global artificial intelligence software market is expected to see huge growth in the coming years, with revenues increasing from around 9.5

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DMG Consulting

OCTOBER 4, 2018

Knowledge Management in the Era of AI. The knowledge management (KM) market is experiencing a resurgence, driven by the artificial intelligence (AI) revolution. The funny thing about this is that over 35 years ago when KM first came to market, it was presented as AI. By Donna Fluss. KM Market in Transition.

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AI Artificial Intelligence Machine Learning Contact Center 72

Win the Customer

SEPTEMBER 6, 2023

This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. In this blog post, we’ll explore how AI and chatbots are transforming customer service interactions, making them faster and more efficient.

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AI Customer Service Artificial Intelligence Gaming 64

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.

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AI Machine Learning Artificial Intelligence Unstructured Data 72

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people. You need both. Automation Reduces Repetitive Tasks for Agents.

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AI Customer Service Contact Center CRM 82

Hodusoft

NOVEMBER 24, 2021

With demanding millennials and Gen Z, the customer expectation has changed and players in the call center business need to up their game to keep up with the times. . Artificial intelligence is enhancing IVR technology. Call centers can route callers easily to relevant agents or departments using IVR and AI.

Social Media 105

Social Media Artificial Intelligence CRM Omnichannel 105

CommBox

JUNE 4, 2024

Welcome to the age of AI-powered predictive analytics. AI predictive analytics enables organisations to transform customer service into a proactive, personalised experience. Let’s look at how AI is transforming the landscape. Transitioning to an AI-enhanced customer support centre is a strategic journey.

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Win the Customer

AUGUST 8, 2023

Artificial Intelligence (AI) can be a transformative tool for businesses to collect, analyze, and act upon customer feedback in real-time, leading to continuous improvement in customer experience. AI, on the other hand, can process large volumes of feedback in real-time, identifying patterns and sentiments accurately.

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Customer Feedback Sentiment Analysis AI Predictive Analytics 52

Beyond Philosophy

AUGUST 22, 2024

Listen to the podcast: Artificial Intelligence (AI) has some excellent applications in Customer Experience , applications that can transform the processes in customer interactions. However, after all the sci-fi we have grown up watching, it is natural to wonder what the entrance of AI will mean for the humans involved.

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AI Artificial Intelligence Customer Relationship Gaming 78

Fonolo

JUNE 14, 2018

2018 is game time. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. In the CX game, similar principles apply. And: It’s time for you to win.

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Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback.

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DMG Consulting

MARCH 1, 2020

Some of the biggest companies have come to market with their own speech engines as they compete to dominate the self-service and artificial intelligence (AI) landscapes. There has been great innovation in voice self-service engines, as reflected by the offerings from Amazon, Google, Apple, and Microsoft.

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Artificial Intelligence Contact Center AI Engineering 87

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. With AI, you can get answers to most of your “why” questions.

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Net Promoter Score Customer Experience B2C Social Media 167

Fonolo

SEPTEMBER 6, 2018

Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) Offer Your Human Agents AI Assistance. Going forward, bots and automated tools will become a game-changer in the provision of customer support.

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Artificial Intelligence Social Media Contact Center AI 139

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people. You need both. Automation Reduces Repetitive Tasks for Agents.

AI 72

AI Customer Service Contact Center CRM 72

SugarCRM

MARCH 10, 2021

Artificial Intelligence is Fundamental for CRM . All of this is providing a backdrop as to why the world is turning to artificial intelligence and why SugarCRM is building AI into our platform as a fundamental capability for all of our customers. . The post Human Brains and AI appeared first on SugarCRM.

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Execs In The Know

JULY 14, 2024

Our latest CX Leaders Webinar focused on harnessing artificial intelligence (AI) and upskilling to elevate the agent experience. They explored the nuances of integrating AI in customer service, the impact on both agents and customers and the strategic steps necessary to leverage this technology effectively.

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AI Artificial Intelligence Actionable Insights Technology 52