Execs In The Know

OCTOBER 9, 2022

Are artificial intelligence (AI) and machine learning (ML) buzzwords or a practical reality for your contact center? Gathering this data and making it actionable for CX leaders and contact center associates can be a challenge. It’s one thing to grasp how powerful these technologies can be.

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ML AI Contact Center Customer Experience 59

Ameyo Callversations

NOVEMBER 16, 2021

Innovative technologies like ML, Intelligent Automation, and Contact Center AI are helping businesses thrive and succeed in a post-pandemic world. Businesses, whether small or large are currently moving to machine learning and artificial intelligence to transform customer interactions, relationships, revenues, and services.

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Contact Center AI Artificial Intelligence Customer Experience 96

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. Today’s emotional intelligence software operates in much the same way: analyzing nonverbal cues – like tone, voice quality and subtle facial expressions – to interpret emotional information. Video will be Preferred CX Platform.

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AI Artificial Intelligence Healthcare Legal 130

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). Machine Learning (ML) Integration: Stay ahead of the curve.

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Sentiment Analysis Text Analytics Machine Learning ML 147

DMG Consulting

OCTOBER 13, 2020

There’s nothing like a worldwide pandemic that requires people to social distance to emphasize the mission-critical nature of intelligent, artificial intelligence (AI)-based, omni-channel self-service solutions.) Today, companies are trying to put these solutions in production as quickly as they can.

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ML Machine Learning Artificial Intelligence AI 87

Zendesk

OCTOBER 17, 2022

This digital revolution in manufacturing includes the development of Artificial Intelligence (AI), which involves using technology to automate complex tasks and discovering patterns in the manufacturing processes that can be used to improve workflow. Intelligent technology. Manufacture better CX. An evolving workforce.

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Manufacturing AI Artificial Intelligence ML 98

Execs In The Know

APRIL 8, 2022

While contact centers are increasingly turning to Artificial Intelligence (AI) applications for a variety of reasons, these technologies are not a silver bullet for everything, nor are they a complete solution for a specific problem set.

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Contact Center Artificial Intelligence ML AI 98

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

CommBox

OCTOBER 18, 2023

Conversational AI is a form of artificial intelligence (AI) capable of understanding human intents and conducting human-like conversations. Generative AI is a form of artificial intelligence that uses neural networks and large language models (LLM) to identify patterns in its training data and generate new content.

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AI Customer Service Artificial Intelligence Omnichannel 98

Aquire

SEPTEMBER 21, 2021

Hear the full story of how United Airlines used digital transformation to fast-track CX innovation. JIM, (or Job Intelligence Maestro) is an Artificial Intelligence bot used to review applicants’ resumes, collect psychometric tests, and answer any basic queries – for example, about hiring response time or career growth opportunities.

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Artificial Intelligence Real Estate Innovation Start-ups 145

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale.

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Contact Center Artificial Intelligence Omnichannel ML 78

Lumoa

JANUARY 15, 2024

Ultimately, the aim is to enhance the customer experience (CX), answer queries offer additional support, and guide them through their journey towards making a purchasing decision. Using Artificial Intelligence and Natural Language Processing AI has evolved tremendously in recent times.

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Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 78

Execs In The Know

OCTOBER 7, 2024

Her message was clear: CX leaders must create human-centric experiences through the integration of advanced technologies. What Disney envisioned back then is now a reality, and it serves as a powerful reminder of how quickly CX expectations have evolved. The challenge for CX leaders today is to make technology feel personal.

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Artificial Intelligence ML Machine Learning AI 59

Ameyo Callversations

JUNE 1, 2022

Employee Experience (EX) and Customer Experience (CX) – An Overview. Both EX and CX play a significant role in deciding how well your business runs. With Conversational AI, NLP and ML companies can understand users’ thoughts and experiences. All of these matter as to how a customer feels about your company.

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AI Artificial Intelligence CX Machine Learning 52

DMG Consulting

AUGUST 3, 2020

IA can be used to identify customers’ needs and wants, and when these insights are incorporated into the operating systems of business units, can help substantially improve the CX, reduce operating costs and improve employee engagement. DMG estimates that adoption of AQM is less than 3% of the IA market today.) . Final Thoughts.

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Contact Center Artificial Intelligence Sentiment Analysis ML 78

Zendesk

JANUARY 7, 2022

Learn the difference between chatbot and conversational AI functionality so you can determine which one will best optimize your internal processes and your customer experience (CX). To stay competitive, more and more customer service teams are using AI chatbots such as Zendesk’s Answer Bot to improve CX. Siri or Amazon Alexa).

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AI Machine Learning Artificial Intelligence ML 98

Execs In The Know

OCTOBER 11, 2022

Amazing CX Looks Like…? Taken together, these factors are breaking a brand’s CX journeys in the critical early stages for one simple reason: They are inhibiting and/or fully preventing the fluid and intuitive self-service experience customers crave. What did you do to learn more about it? This Is Fixable—and Fast.

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CX Artificial Intelligence ML Machine Learning 52

Zendesk

NOVEMBER 28, 2023

The Jetsons nailed artificial intelligence. The show illustrates the benefits and challenges of intelligent automation and how people can implement AI at home and in the workplace. With AIaaS, businesses can implement AI faster to deliver personalized, conversational support and level up their CX.

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AI ML Machine Learning Artificial Intelligence 52

Comm100

DECEMBER 16, 2024

In this piece, well do a deep dive on customer service automation and the impact that it can create on the overall customer experience (CX). Machine Learning (ML) Uses algorithms to analyze data, identify patterns, and improve performance or make predictions without being explicitly programmed.

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Customer Service Sentiment Analysis AI Social Media 52

SurveySensum

NOVEMBER 8, 2023

In today’s competitive­ and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

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CX Customer Experience Artificial Intelligence NPS 52

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more. Here are some of the highlights from last week’s Summit in Austin.

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Contact Center Social Media Hospitality Hospitality 97

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

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Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

DMG Consulting

JANUARY 7, 2022

There are dozens of artificial intelligence (AI) technologies available today, but the three that are core for IVAs are NLP/NLU/NLG, real-time analytics, and machine learning (ML). ML can operate in three modes: supervised, semi-supervised, and unsupervised. IVAs may include visual representations—i.e., in a dataset. (A

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Contact Center AI Artificial Intelligence Machine Learning 48

DMG Consulting

NOVEMBER 1, 2022

Today’s artificial intelligence (AI)-enabled KM solutions take it a step further by proactively delivering context-aware knowledge articles to agents so they can provide accurate, consistent, and efficient responses to customers. The more innovative KM solutions now apply ML to identify redundant, outdated, and missing content.

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ML Artificial Intelligence Outlook Contact Center 48

Hodusoft

AUGUST 29, 2024

The Current State of AI in BPO Contact Centers Do you know Artificial Intelligence (AI) is currently the hottest trend in various industries? AI or Artificial Intelligence is a technology used to create machines that can mimic various human functions like the ability to sense things, make decisions, and communicate.

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Contact Center AI Artificial Intelligence Compliance 52

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 Artificial Intelligence Sentiment Analysis ML 59

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Artificial Intelligence: With AI, banks can improve and automate their customer support, making the service more efficient. Improved CX directly influences customer satisfaction and, consequently, NPS. Ready to Elevate Your NPS?

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NPS Net Promoter Score Close the Loop Customer Loyalty 52

DMG Consulting

MARCH 31, 2022

Delivering an outstanding customer experience (CX) is a top goal for companies, as it is an essential and measurable differentiator between otherwise commoditized products and services. Artificial intelligence (AI)-enabled omnichannel intelligent virtual agents (IVAs) are the future of self-service.

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Machine Learning Artificial Intelligence Omnichannel ML 54

DMG Consulting

AUGUST 16, 2022

The market is experiencing a major shift from the self-service systems of old—touch-tone-based or speech-enabled interactive voice response systems (IVRs)—to the new generation of conversational artificial intelligence (AI)-based IVAs. IVAs Are Good for Agents and CX. IVAs Are Essential for an AI Transformation.

Contact Center 48

Contact Center Artificial Intelligence AI ML 48

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. But this is just the start of many innovations being introduced into the WFM market.

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AI Contact Center ML Artificial Intelligence 48

Zendesk

OCTOBER 17, 2023

ChatGPT is an impressive conversational AI (artificial intelligence) chatbot by OpenAI that launched in 2022. Cognitive technology, such as artificial intelligence (AI), natural language understanding (NLU), machine learning (ML), and natural language processing (NLP), train the bot to understand context and human language patterns.

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Customer Service Artificial Intelligence AI Machine Learning 52

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. It is a technique that uses Natural language processing (NLP) and machine learning (ML) to scour emotions, opinions, and perspectives.

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Customer Feedback AI Machine Learning Social Media 78

Zendesk

NOVEMBER 3, 2023

Generative artificial intelligence (GenAI) is an AI-powered technology that uses extensive libraries of information to generate new things, like stories, pictures, videos, music, and software code. Generative AI uses machine learning (ML) algorithms to analyze large data sets. How does generative AI work?

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AI Machine Learning Artificial Intelligence ML 52

SugarCRM

APRIL 27, 2023

However, deploying a CRM tool will not guarantee a seamless CX or increased revenue. Combined, all these features can improve CX and boost ROI across organizations that properly deploy such tools. Although it first focused on sales automation and contact management, recently, it’s become a way of elevating customer experience.

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CRM CX Artificial Intelligence Finance 26

Ameyo Callversations

AUGUST 24, 2022

With the increasing significance of Artificial Intelligence in customer engagement, more businesses are adopting conversational AI. These efforts are based on a combination of AI, NLP and Machine Learning (ML). Read More: How can Conversational Bots Improve CX? Higher Chatbot Adoption Based on Customer Experience (CX).

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AI Sentiment Analysis Contact Center Artificial Intelligence 52

SurveySensum

MAY 19, 2023

This CX metric has the ability to gauge customer loyalty and predict business growth. NPS, or Net Promoter Score, is a CX metric used to gauge a business’s customer satisfaction and loyalty. Artificial Intelligence: With AI, banks can improve and automate their customer support, making the service more efficient.

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NPS Net Promoter Score Customer Loyalty Close the Loop 52

InteractionMetrics

JULY 10, 2023

Artificial Intelligence is rapidly infiltrating new markets, and the customer experience sector is no exception. While customer experience artificial intelligence is still nascent, AI for customer experience shows tremendous promise, both as a tool to measure experience and as a lever to improve it. Again, it depends.

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Unstructured Data B2B AI Customer Experience 40