Zendesk

JANUARY 18, 2024

What is AI transparency? AI transparency means understanding how artificial intelligence systems make decisions, why they produce specific results, and what data they’re using. Simply put, AI transparency is like providing a window into the inner workings of AI, helping people understand and trust how these systems work.

AI 52

AI Artificial Intelligence Legal Machine Learning 52

Sprinklr

SEPTEMBER 8, 2021

“Government doesn’t need to worry about customer experience. I hear this fairly often when I tell people about my work in government customer experience. The reality is citizens and customers of government have more voice and more power than ever, especially with the proliferation of social media, chat, and other digital channels.

Government 72

Government Social Media CX Artificial Intelligence 72

Comm100

MARCH 16, 2022

In US government, this score languishes at 4.5. With checks and balances built into government systems, as well as necessary regulations, citizens are often forced to interact with many departments and people to accomplish what seems a simple and straightforward task. Table of Contents: Chapter 1: Governments are taking CX seriously.

Government 84

Government Customer Service Compliance CX 84

ECXO

MAY 14, 2024

Artificial intelligence, automation, and digital platforms can offer incredible efficiencies and capabilities, but they should be used to enhance rather than replace human interactions. Businesses should strive to be good listeners, responsive to feedback, and proactive in their community engagements.

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

Execs In The Know

JANUARY 23, 2024

Using Technology to Support Workers – Not Replace Them At the same time the surge in artificial intelligence (AI) capabilities has inspired both optimism and trepidation among technology industry leaders. AI is poised to have a similar effect today, reshaping the labor market in unexpected ways. helping people.

AI 52

AI Artificial Intelligence Contact Center Transportation 52

Customer Think

APRIL 11, 2023

Back in 2017 when we served on the AI Advisory Committee for Execs In the Know, we wrote an article about the role of artificial intelligence in the future of business. Our article called out, rather presciently, the need for governance, standards, and.

Artificial Intelligence 59

Artificial Intelligence Government Customer Experience AI 59

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. The Jetsons nailed artificial intelligence. The Jetsons nailed artificial intelligence.

AI 52

AI ML Machine Learning Artificial Intelligence 52

Zendesk

FEBRUARY 23, 2023

Serve your citizens with exceptional CX When most people think of a great customer experience (CX), interacting with a government agency is not exactly the first thing that comes to mind. Many government agencies have decades-old technology with disconnected data sources.

CX 52

CX Artificial Intelligence Government Social Media 52

Callminer

FEBRUARY 4, 2021

The pandemic has made it difficult for customers to establish contact with many businesses and government departments…”. You can use AI to comb through and find the common themes and analyze which trends you need to prepare your reps to handle. Or, there is artificial intelligence that can analyze calls for you.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Fonolo

SEPTEMBER 11, 2018

This is a) partly because terminology around AI is problematic; b) partly because objective data is sparse; c) partly because the loudest voices have, well, let’s say motivated reasoning ; and d) partly because there are multiple overlapping questions. The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

The Customer Service Blog

MAY 15, 2023

In the future, Mr Postings said he was concerned that artificial intelligence (AI) would let scammers "spoof people even more than is already the case". He added that AI could be used to automate fraud and generate convincing scams to trick people. What can we expect in the future?

Finance 52

Finance Government Artificial Intelligence Legal 52

VOZIQ

AUGUST 2, 2023

With AI becoming the topic of conversation and the rapid changes in the economy affecting businesses, leaders are looking at AI to be their ally in driving growth. Get acquainted with our pick of the best articles on customer retention, building trust with customers, and AI-enabling growth. Economy Grew at 2.4%

Artificial Intelligence 52

Artificial Intelligence AI Government Customer Retention 52

CSAT.AI

OCTOBER 13, 2020

Machine learning based tech is becoming more sophisticated with virtual influencers , robot assistants , AI making appointments by phone. Acceleration of AI adoption Post-COVID. Interactions LLC conducted customer surveys in 2020 that revealed general support for AI and robotics. Best Uses of AI in Customer Service and CX.

AI 52

AI Customer Service Machine Learning Artificial Intelligence 52

Shep Hyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . Shep Hyken interviews Seth Dobrin, IBM ‘s first Global Chief AI Officer, leading the company’s corporate AI strategy. Top Takeaways: What do we mean when we talk about AI for business?

Artificial Intelligence 57

Artificial Intelligence AI Healthcare Government 57

Execs In The Know

JUNE 7, 2023

Importance of Generative AI Many CX leaders acknowledged the potential of generative artificial intelligence (AI) in driving efficiencies. However, concerns were raised about governance and compliance in implementing AI solutions.

CX 85

CX Compliance Artificial Intelligence AI 85

Uniphore

OCTOBER 5, 2021

As for our customer-facing assets, when contact centers were forced to scale down because of pandemic-induced lockdowns, our array of digital assets (AI-driven bot, mobile app, customer portal, WhatsApp, etc.) Not only could farmers approach us for servicing, but they could also interact with the government via this app.

Contact Center 100

Contact Center Artificial Intelligence AI Government 100

Hodusoft

AUGUST 21, 2024

After 2022, rapid advances in artificial intelligence (AI) and generative AI led to the development of chatbots and automated customer service tools. In the last three decades, the government has recognized the BPO sector’s role in enhancing the economy and uplifting the lives of millions of people.

Data Entry 52

Data Entry Contact Center Legal Government 52

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. AI and CRM are a match made in heaven. The introduction of chatbots is one of the biggest examples of this. Get Comm100 Free. Comm100 Free.

CRM 52

CRM AI Customer Service ML 52

DMG Consulting

DECEMBER 1, 2020

Artificial Intelligence (AI)-based self-service capabilities – Self-service has become the channel of choice for customers in many countries, as surprising as it seems. AI-based conversational systems are automating and speeding up the handling of all kinds of interactions.

Contact Center 100

Contact Center Artificial Intelligence Retail Government 100

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

Fonolo

SEPTEMBER 11, 2018

This is a) partly because terminology around AI is problematic; b) partly because objective data is sparse; c) partly because the loudest voices have, well, let’s say motivated reasoning ; and d) partly because there are multiple overlapping questions. The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”.

AI 52

AI Customer Service Contact Center Artificial Intelligence 52

SugarCRM

AUGUST 4, 2022

Still struggling to add artificial intelligence (AI) to your sales operations ? Have AI but keep running into common challenges? AI has made big strides in the past decade—and even the past few years. Every application of AI is different across industries, companies, and teams. Applying AI to the Workflow.

AI 26

AI Sales Artificial Intelligence Legal 26

ECXO

AUGUST 6, 2024

For instance: 1. Policy-making: Governments can create policies that stabilize economic conditions, thus providing a foundation for citizens to engage in long-term planning. AI and Machine Learning: Utilize artificial intelligence and machine learning to enhance predictive capabilities and automate complex analyses.

Customer Experience 170

Customer Experience Innovation Education Government 170

Shep Hyken

JUNE 13, 2022

Why AI Customer Journeys Need More Friction by Renée Richardson Gosline. Harvard Business Review) Friction isn’t always a bad thing, especially when companies are looking for responsible ways to use AI. The answer has to do with AI (Artificial Intelligence). Do not “automate the humans out of decision-making.”

Customer Service 61

Customer Service Artificial Intelligence Sports AI 61

SugarCRM

SEPTEMBER 26, 2023

Discover some insights in this article that will help you use AI CRM insights to grow your business and accelerate your CX efforts. That information can be used to spot purchase patterns or make recommendations using AI paired with analytics. When AI is used for lead scoring, the system looks at similarities of historical conversions.

CRM 26

CRM Sentiment Analysis AI Invoicing 26

Beyond Philosophy

MARCH 31, 2020

He already had two other medical insurance coverages so he called and asked the bank not to renew it but they asked him to go to a physical office and that’s at a time when the government asked everyone to avoid any non-essential travel. Healthcare, AI, and Robotics. Digital Everything. Digital Transformation.

E-commerce 199

E-commerce Hospitality Hospitality Healthcare 199

DMG Consulting

MARCH 1, 2019

I live in a country where I can freely, without fear of persecution, disagree with my government. For example, the days of surveying customers—or over-surveying them—will be in the past, as AI-based solutions will eliminate the need for this activity by observing and understanding customer behaviors and patterns as they happen.

Innovation 59

Innovation Artificial Intelligence Machine Learning Social Media 59

Customer Experience Matrix

DECEMBER 13, 2020

artificial intelligence will become (even more) ubiquitous. It seems just yesterday that we were impressed to hear that a company’s product was “AI-powered”. But AI continues to grow stronger even if it doesn’t get as much attention (which the truly paranoid will suspect is because the AIs prefer it that way).

Social Media 122

Social Media AI Government Artificial Intelligence 122

Steven Van Belleghem

APRIL 27, 2021

It works with governments, banks, insurers and telco players in order to make transportation and transactions safer, more affordable, and more reliable. in a Singapore government initiative to attract technology firms into its financial sector. Which is why Grab invests a lot of money in improving user safety and experience.

Customer Experience 104

Customer Experience Transportation Artificial Intelligence Government 104

Intercom, Inc.

DECEMBER 5, 2019

They also turn their attention to AI trends in SaaS, and Matt offers his opinion on who’s doing it right and what advancements can we look forward to in that space in the next few years. Navigating AI trends in SaaS. When asked about ideal AI use cases within SaaS, Matt points to a few examples.

Artificial Intelligence 118

Artificial Intelligence AI Start-ups Outlook 118

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience. However, it is advisable to rely on it only in certain situations.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

DMG Consulting

APRIL 11, 2022

The cloud helped support the migration from on-site to work-at-home (WAH), analytics provided insight into the voice of the customer (VoC) and employee (VoE), and artificial intelligence (AI) and automation boosted contact center performance. A primary cause is the lack of governance. There is no going back.

E-commerce 48

E-commerce Real Estate VOE Contact Center 48

SugarCRM

MAY 5, 2022

Sales and marketing leaders are failing to realize the benefits of what an AI-driven and purpose-built CRM platform can offer. Delivering Great CX Is Getting Easier with AI. Besides the benefits of AI, there’s an added emotional layer to consider. Environmental, Social, and Governance (ESG) programs.

AI 49

AI CRM Touchpoint B2B 49

Confirmit

JANUARY 23, 2020

Enhance Research is an independent market and social research and strategy agency with proven experience in delivering market and social research projects for a client base comprising significant Australian brands and government entities. They believe that research should deliver value through driving tangible business outcomes.

Artificial Intelligence 52

Artificial Intelligence Government Innovation AI 52

DMG Consulting

MARCH 31, 2022

Customers are demonstrating a desire to help themselves, regardless of the channel in which they interact with any organization, whether it is a company or government agency. Artificial intelligence (AI)-enabled omnichannel intelligent virtual agents (IVAs) are the future of self-service. & Solving the Problem.

Machine Learning 54

Machine Learning Artificial Intelligence Omnichannel ML 54

Taylor Reach Group

JANUARY 21, 2019

Although the company has worked with municipal and federal government agencies in the past, it is clear that the ever-expanding size and scope of public sector contact centers, as well as the unique needs of the people they serve, demand particular attention. While The Taylor Reach Group, Inc.,

Contact Center 70

Contact Center Artificial Intelligence Government Innovation 70

Fonolo

DECEMBER 11, 2018

Government. Artificial Intelligence (AI): Hero or Villain? Other industries, such as travel, retail, and shipping, were also identified in this report. The study also revealed the industries with the most significant hold-time offenders: Telecommunications. Travel/Accommodations. Electronics. Investing in Agents.

Social Media 100

Social Media Contact Center Artificial Intelligence Retail 100