Beyond Philosophy

OCTOBER 11, 2024

One of the main insights Waterton offers is the importance of capturing feedback at the right moment—immediately after the Customer Experience. This cautionary tale is a crucial reminder that companies must balance efficiency with the human touch, especially in the age of AI and automation.

Customer Feedback 78

Customer Feedback AI Customer Experience CX 78

Totango

MAY 17, 2024

Some believe AI is overhyped. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows. But there are proven, compliant ways to drive impact with AI today.

Innovation 101

Innovation AI Start-ups Government 101

Aquire

JULY 1, 2021

Conversational AI today is probably the closest technology has come to mimicking human interactions. In a world where businesses try to engage their customers on a personal level across digital touchpoints, virtual assistants and AI tools make effective (and cost-efficient) allies. But, the workings of AI are often complex.

AI 125

AI Artificial Intelligence Machine Learning ML 125

Intercom

MARCH 14, 2023

We quickly launched a collection of AI features for our Inbox, applying this technology to deliver efficiency gains. Introducing our new AI chatbot: Fin Today we’re announcing that we’ve built an AI-powered customer service bot that has the benefits of this new technology, and is suitable for business needs.

AI 126

AI Machine Learning Technology Technology 126

CommBox

OCTOBER 18, 2023

This transformation is powered by the rapid emergence of conversational AI and generative AI. These cutting-edge AI tools have become invaluable in enhancing customer experiences and streamlining operations, especially in customer service and support.

AI 98

AI Customer Service CX E-commerce 98

Execs In The Know

FEBRUARY 11, 2025

For the first time, the reality of integrating AI into the contact center and throughout the customer journey is living up to the hype. AI agents no longer simply follow pre-programmed instructions or react to external stimuli. Reputable agentic AI solutions never use customer data to train LLMs.

Contact Center 52

Contact Center AI Engineering CX 52

Uniphore

JUNE 9, 2021

According to the 2020 Deloitte Global Human Capital Trends survey, 67% of organizations have yet to truly incorporate AI into their knowledge management strategy. For best results, don’t just apply AI to your knowledge base, embed it throughout the user and employee experience.

Contact Center 246

Contact Center Education AI Start-ups 246

InteractionMetrics

DECEMBER 10, 2024

Open-ends are your gold but extracting the gold is challenging, which is why companies look to AI to solve the problem. But is AI your best solution? This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys. Are there any downsides?

AI 52

AI Sentiment Analysis Actionable Insights Unstructured Data 52

ECXO

APRIL 29, 2024

They’ve employed AI, machine learning, and data analytics to gain deeper insights into customer behavior and deliver personalized experiences. Then, we have chatbots and AI-powered virtual assistants. While these technologies have indeed revolutionized the field of CX, they are not the silver bullet.

CX 284

CX Innovation Machine Learning Technology 284

Intercom, Inc.

APRIL 15, 2021

And so naturally, he’s got some strong opinions about automation, AI, and how they can help you create better experiences for both potential and existing customers. Adjust expectations around AI. That’s a good thing – too much AI can be, well, creepy.) Are automation and AI b t? Put in the work with your customers.

AI 118

AI Start-ups B2B Predictive Analytics 118

CommBox

OCTOBER 18, 2023

Welcome to a new era of AI customer service, where generative AI is redefining customer interactions, making them more personalized and efficient, while amplifying the human touch. But first, let’s understand the core differences between Conversational AI and Generative AI. What is Generative AI?

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

ECXO

AUGUST 15, 2023

Perhaps the most important step is to devise a plan for how (a use case) a digital twin of the customer will be used, what data is needed (organic and synthetic), and what the end goal is (it should be to support the two main goals of digital transformation—increased business efficiency and an improved customer experience).

Manufacturing 294

Manufacturing Artificial Intelligence Legal Machine Learning 294

Ameyo Callversations

APRIL 18, 2022

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations. As a result, the Conversational AI market is set to grow 30% annually until 2024, with more use-cases emerging to solve critical challenges. DOWNLOAD eBook.

AI 98

AI Machine Learning Omnichannel CRM 98

Ameyo Callversations

APRIL 18, 2022

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations. As a result, the Conversational AI market is set to grow 30% annually until 2024, with more use-cases emerging to solve critical challenges. DOWNLOAD eBook.

AI 98

AI Machine Learning Omnichannel CRM 98

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.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. AI-powered VoC platforms are emerging, promising to automate everything from data collection to predictive analytics.

VOC 62

VOC Close the Loop Predictive Analytics Social Media 62

Intercom

OCTOBER 10, 2024

We spoke with Natalie Hurst, Director of Customer Success at Nuuly , about her motivation for adopting AI in customer service, the immense impact it’s had for both Nuuly’s support team and customers, implementation challenges she encountered – and overcame – and her vision for the future of AI-first customer service.

AI 91

AI Innovation Customer Service Start-ups 91

Retently

OCTOBER 11, 2024

Loris AI 4. Powered by AI-driven feedback classification and sentiment analysis, the platform enables teams to categorize and understand customer feedback in real-time, identifying key concerns early on and addressing them proactively. Loris AI Loris.ai Main Features: Instant Agent Support: Loris.ai MaestroQA 6.

Retail 135

Retail Scorecard Sentiment Analysis Customer Service 135

Callminer

APRIL 20, 2020

“IDC predicted that 75% of software enterprises and independent vendors will include AI functionality in at least one application by 2018. For more information on how artificial intelligence can help your company overcome new obstacles, take a look at our white paper, How AI Improves the Customer Experience. Twitter: @cgsinc.

Legal 286

Legal Artificial Intelligence Engineering Government 286

The Success League

APRIL 23, 2025

I firmly believe in the potential of AI and the power of lean, scalable operations. AI has enabled the creation and automation of playbooks to be faster and more ubiquitous. Pro Tip: If youre a CSM, try this: Use ChatGPT to create a table listing your accounts, their value propositions, annual revenue, and main competitors.

AI 52

AI Gaming Technology Technology 52

Intercom

OCTOBER 10, 2024

We spoke with Constantina Samara, Head of Support at Synthesia , about the impact of AI and automation on scaling support in a cost-effective way, changing customer attitudes towards these technologies in customer service, and lessons learned from rolling out AI. What motivated you to implement AI with Intercom?

AI 95

AI Innovation Start-ups Customer Service 95

Fonolo

JANUARY 17, 2023

The cost savings AI offers makes the move to more automation inevitable. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. It’s clear that AI’s impact on customer care and CX will be profound. AI Impacts Your Entire System, in a Good Way.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

CommBox

OCTOBER 5, 2021

Before we dive in, we’ll introduce WhatsApp Business’ main features and tools. That’s why WhatsApp developed an API interface that allows you to integrate external tools such as Commbox, an AI-powered WhatsApp chatbots creation platform. Commbox WhatsApp Chatbots – Utilize AI in WhatsApp API.

Sales 98

Sales AI Omnichannel Artificial Intelligence 98

Callminer

AUGUST 1, 2017

This is the main key to keeping agents happy and productive. These are some of the main metrics; however, we also must think about the call outcomes and other key factors that can impact the business. Next would be AI. However, it is up to the executives and floor team to find out where the happy medium is with everyone.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

C3Centricity

FEBRUARY 18, 2019

Before summarising what I presented, I’d like to share some of the ideas and takeaways that I discovered about digital marketing and the impact of AI (artificial intelligence) and ML (machine learning). AI is not one technology: Despite what digital marketers may have hoped, AI is not the solution to all our problems.

ML 88

ML AI Artificial Intelligence Machine Learning 88

1 to 1

OCTOBER 14, 2024

Improve CX and drive ROI with a roles-based strategy The AI landscape is evolving so quickly, it seems like nearly every day there’s another “shiny new object” promising to revolutionize customer experience (CX). There’s a long list of failed attempts where brands tried to force the wrong AI solution into their CX.

AI 26

AI Contact Center CX Actionable Insights 26

ECXO

SEPTEMBER 6, 2023

They’re using AI and automation to solve the complexities of B2B buying. They’re focussing on using customer data, analytics, AI and automation to deliver hyperpersonalised experiences. Look for a platform that enables you to deliver tailored and targeted omnichannel experiences using data, analytics, AI, and automation.

Omnichannel 156

Omnichannel B2B Technology Technology 156

Fonolo

JANUARY 12, 2023

You probably know at least a bit about AI and automation. They are also popular advancements in automation that employ varying degrees of AI. Here are four main areas where we expect to see advancements in artificial intelligence change – and improve – the contact center. . AI is Personalizing the Customer Experience .

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Intercom, Inc.

SEPTEMBER 9, 2022

AI has been quite overhyped in the past. It feels like the AI hype machine is once again in overdrive. There’s so much investment into this area of AI and machine learning across companies, so it’s difficult to unpack exactly what’s happening. Has this got to do with any particular chain of events?

Machine Learning 249

Machine Learning ML Unstructured Data Start-ups 249

Comm100

DECEMBER 8, 2024

AI chatbots are making this a reality, revolutionizing how students interact with their schools. Enhance student engagement and streamline processes with Comm100 Transform student support with Comm100s AI chatbot. AI chatbots can handle routine inquiries, allowing human advisors to focus on complex, personalized advising tasks.

Gaming 52

Gaming Education Compliance AI 52

Lumoa

NOVEMBER 30, 2022

Now, technologies such as AI and machine learning are driving highly personalized customer experiences. For many, the answer is found in conversational AI. Are you new to the world of conversational AI, or are you an expert simply looking to brush up on your knowledge? Incorporate a digital sales agent.

Retail 78

Retail AI Customer Experience E-commerce 78

Uniphore

NOVEMBER 16, 2021

It’s now the main — and often only — human touchpoint for banks and their customers. Using conversational AI to automate ACW improves the experience for both your customers and your agents, while driving productivity and accuracy. The question is how, when traditional, in-person banking is a thing of the past?

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Help Scout

SEPTEMBER 23, 2024

Implementing AI Support is challenging. Here are the main issues your support team will need to overcome and why the ROI is worth the effort. Read the full article

AI 59

AI CX 59

Callminer

JUNE 24, 2019

Joined by Sitel Group—a finalist for the 2019 CCW BPO of the Year —as well as hospitality industry leader Holiday Inn Club Vacations, CallMiner’s workshop “Accelerate Speed to CX Intelligence with AI and Automated Interaction Analytics” will kick off Tuesday, June 25 from 2:15 – 4:45 p.m. in the main exhibition hall.

Hospitality 140

Hospitality Hospitality Contact Center AI 140

Callminer

OCTOBER 11, 2018

Kaye Chapman is the Learning & Development Manager at Comm100 , a global provider of AI-powered digital customer conversation software. From dials to lead submissions, front-end conversions are often the main focus. A number of factors come into play here, but there are a few main culprits effecting quality. Why is that?

Contact Center 561

Contact Center Non-Profits Compliance Education 561

Intercom, Inc.

JANUARY 12, 2021

Although they may seem like strong opinions, many of these tips echo the main tenets of software engineering: work with you’ve got, design solutions as needed, don’t repeat yourself, and keep it simple, stupid! The top ten technical strategies to avoid.

Engineering 269

Engineering ML Technology Technology 269

Beyond Philosophy

JULY 7, 2022

Customer Science is the integration of artificial intelligence (AI), customer data, and behavioral science. Here are two of the stats McKinsey shared also: 45% of people’s main reason for switching to digital was the pandemic, but 43% was for greater convenience and availability. The difference is the presence of people.

Retail 160

Retail Artificial Intelligence Start-ups AI 160