Intercom, Inc.

JANUARY 31, 2023

Suddenly it seemed that generative AI might transform industries from education to marketing. However, getting from technological breakthrough to useful applications is far from straightforward. It has also made it hard to tell what potential applications will ultimately be transformative, or merely end up being toys.

AI 188

AI Start-ups Technology Technology 188

PeopleMetrics

JANUARY 10, 2025

Now, as we face the upcoming AI revolution, I find myself asking new questions: Which lessons in the book stand the test of time, unchanged by AIs rise? Which lessons are transformedor even disruptedby this technology? And most importantly, how can we use AI to make our customer experiences better than ever?

AI 71

AI VOC CX Innovation 71

Futurelab

FEBRUARY 22, 2025

There are automation projects, trainings, a chatbot, a voice bot, an AI test Everything looks on track until customer feedback is brought up, and they are unhappy. Pressured by competition, companies invest in automation, self-service, or AI, without a clear guiding vision. Last year you have been very busy.

Legal 130

Legal Start-ups AI Technology 130

Intercom, Inc.

DECEMBER 12, 2018

Known as the Martech 5000 — nicknamed after the 5,000 companies that were competing in the global marketing technology space in 2017, it’s said to be the most frequently shared slide of all time. Marketing technology is now the largest portion of total marketing budget (29% on average according to Gartner ).

Technology 223

Technology Technology B2C B2B 223

DMG Consulting

MARCH 13, 2025

What is Conversational AI and How Does it Work? March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. The post What is Conversational AI and How Does it Work?

AI 62

AI Artificial Intelligence Close the Loop Omnichannel 62

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Let’s continue.

AI 194

AI CX Customer Experience Artificial Intelligence 194

PeopleMetrics

JANUARY 16, 2025

Fast forward to 2025, and while AI is beginning to enhance these platforms, human expertise remains just as critical to their success! Lets explore where AI is making strides, where its still emerging, and why humans are irreplaceable in the VoC journey. And at scale.

AI 71

AI VOC Sentiment Analysis E-commerce 71

PeopleMetrics

FEBRUARY 4, 2025

No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. The Three Stages of VoCand How AI Fits In 1. AI isnt a game-changer here. AI can help later, but first, organizations need a strong foundation.

VOC 62

VOC AI Text Analytics Touchpoint 62

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 156

AI Customer Experience Social Media Machine Learning 156

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis. Voice-to-Text.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. Dr. Turner founded TRAP LAB (Technology Race and Prejudice LAB) intending to expose the inherent biases about race and racism that have mixed into the foundations of marketing, market places, consumer technology, and market research. Approve parole or not?

AI 148

AI Artificial Intelligence Machine Learning Social Media 148

ECXO

JUNE 25, 2024

From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations, and allowing designers to explore novel concepts more efficiently. The use of AI in market analysis goes beyond merely identifying trends.

AI 156

AI Customer Experience Legal Manufacturing 156

Intercom

FEBRUARY 18, 2025

While scanning through conversations in our team inboxes recently, I realized that there are times where customers don’t believe the responses from our AI agent Fin, even when Fin is correct. While this is tricky, its a challenge that excites me because it shows how AI is pushing us to learn and think in entirely new ways.

AI 52

AI Start-ups Technology Technology 52

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. We wanted to know what’s up with this surge, so we’ve asked our Director of Machine Learning, Fergal Reid , if we can pick his brain for today’s episode. AI has been quite overhyped in the past. Fergal Reid: I feel very privileged, indeed.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Intercom, Inc.

JULY 26, 2022

Conversational AI (artificial intelligence) is technology that simulates the experience of person-to-person communication for users, either through text-based or speech-based inputs. The AI component is crucial. In the case of conversational AI, these outputs are the responses it provides to users.

AI 118

AI Artificial Intelligence Machine Learning Start-ups 118

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. Moreover, it would be a continuous conversation.

AI 166

AI Social Media Artificial Intelligence CX 166

Win the Customer

JANUARY 20, 2020

This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. Analyze your customers’ pain points and set up chat greetings to start at the exact moment your customer needs them.

AI 159

AI Artificial Intelligence Machine Learning Social Media 159

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. So is it time to set up your first AI chatbot and set it to work?

AI 144

AI Machine Learning Artificial Intelligence Technology 144

eglobalis

JUNE 27, 2024

Successful execution ensures that the company lives up to its promises, thereby fostering trust and loyalty among customers. Companies like Siemens and Samsung start by selecting key divisions in different countries to pilot their strategies. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Customer Experience 422

Customer Experience VOC Net Promoter Score Government 422

Intercom

JANUARY 20, 2025

Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology. Here, we dive into the key areas that make Fin the standout AI agent for fintech companies. And Fundrise is just one of the thousands of companies using Fin to deliver industry-leading customer service.

Customer Service 91

Customer Service Compliance AI Education 91

Uniphore

JUNE 9, 2021

Break out of the traditional model with a “joined-up” service that utilizes resources and information from across the entire company. According to the 2020 Deloitte Global Human Capital Trends survey, 67% of organizations have yet to truly incorporate AI into their knowledge management strategy.

Contact Center 246

Contact Center Education AI Start-ups 246

ECXO

JUNE 11, 2023

If you need to rethink your CX offer, or haven’t got started, time is not on your side. The pandemic has only speeded up these changes. Let’s get started. Start with with your customers Conduct thorough research – revisit your customer data to understand your target audience, their needs, and preferences.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

Intercom, Inc.

DECEMBER 9, 2022

In a recent episode, our Director of Machine Learning, Fergal Reid , shed some light on the latest breakthroughs in neural network technology. We chatted about DALL-E, GPT-3, and if the hype surrounding AI is just that or if there was something to it. He told us things were starting to scale. The bot is powered by GPT-3.5,

Machine Learning 279

Machine Learning AI Start-ups Engineering 279

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. which powered ChatGPT, was just too prone to making things up when it didn’t know the answer. When we started experimenting with building a GPT-powered chatbot, we had a number of design goals in mind.

AI 126

AI Machine Learning Technology Technology 126

Uniphore

JANUARY 25, 2022

After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” However, in artificial intelligence (AI), the feeling is anything but cautious. And in the tech world, the answer is simple: nowhere to go but up!

AI 130

AI Artificial Intelligence Healthcare Legal 130

Callminer

NOVEMBER 9, 2020

Scammers are armed with advanced technology and access to private user data obtained through illicit channels. For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

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

CX Accelerator

OCTOBER 26, 2019

Shep Hyken Shuri (Black Panther’s Sister) She's fierce, she's lovely, a genius inventor and innovator, she leverages technology smartly, and she's always anticipating future needs! Once his position was secured on the team, and after Endgame settled down, he stepped up to take the shield of Captain America without thinking of it as a burden.

CX 303

CX Contact Center Start-ups Education 303

Callminer

FEBRUARY 4, 2021

Many client organizations were caught flat-footed with the migration to a work-from-home environment, lacking the technology and capability to handle calls remotely. Some new concerns, likely related to job loss or health, will be popping up, and these should be noted and emphasized in training. Third, beef up your own security.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Retently

MARCH 11, 2025

Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Are wait times creeping up? if customers start asking about a new feature, agents should have answers ready). If the same questions pop up in tickets, its time to add them to FAQs. Customer feedback is the backbone of CX.

CX 115

CX Customer Experience Net Promoter Score NPS 115

DMG Consulting

MARCH 13, 2025

AI’s Dual Role in Transforming Knowledge Management January 6, 2025 View this article on the publisher’s website Knowledge management is experiencing the fastest growth in its 40-plus-year history, and expansion is accelerating in this long-underappreciated IT segment. Like what you’re reading?

AI 48

AI Outlook Technology Technology 48

ECXO

JULY 26, 2023

Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority. Start where you are. Real-time inventory gives supply chains and vendors up-to-the-minute visibility on stock levels.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Intercom

JUNE 20, 2024

The latest breakthroughs in AI are already profoundly changing customer service. This is what we’re exploring in Off Script, our new series of candid conversations with Intercom leaders about the extraordinary technological shift being driven by artificial intelligence. What should be prioritized when building these AI products?

AI 98

AI Customer Service Machine Learning Artificial Intelligence 98

Totango

NOVEMBER 26, 2024

Big or small, it’s time to put AI-enabled actions into workflows and empower individuals to learn with these new tools. Measure outcomes from AI-driven enhancements. Unfortunately, we, as an industry, have made AI feel like a mountain to climb versus a path to navigate. Key takeaways : It’s time to take action.

AI 62

AI Start-ups Engineering Business Growth 62

Uniphore

JUNE 10, 2021

We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Transition to work-at-home with legacy technology.

Contact Center 246

Contact Center Outlook Gaming Education 246

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