Intercom, Inc.

MARCH 27, 2018

2018 is shaping up to be a massive year for the Intercom platform. All disruptive technologies start selling first to small companies, the early adopters in a market. Salesforce is a great example of this – when they started, they focused on sales teams with only 5 reps. I studied artificial intelligence in college in 2004.

Artificial Intelligence 224

Artificial Intelligence Machine Learning Start-ups Technology 224

Customer Experience Matrix

MARCH 16, 2016

Finding enough of them to be useful is a major limitation for systems that rely on machine intelligence to help target marketing messages. The whiz-bang part of its pitch is using artificial intelligence (“deep learning” as in the Mariana Trench – get it?) This is where Mariana comes in.

Artificial Intelligence 82

Artificial Intelligence CRM Start-ups B2B 82

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. Like most AI systems, NLP and machine learning operate by analyzing massive datasets in order to continuously yield more sophisticated outputs.

AI 118

AI Artificial Intelligence Machine Learning Start-ups 118

ProProfs

DECEMBER 27, 2019

Artificial Intelligence and Machine Learning are gaining widespread adoption in the past few years. In this era of rapidly-evolving technology, the way we learn has undergone a tremendous change. In this era of rapidly-evolving technology, the way we learn has undergone a tremendous change.

Machine Learning 69

Machine Learning Education ML AI 69

DMG Consulting

MARCH 13, 2025

March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. What is Conversational AI and How Does it Work? But this is just the beginning for these solutions.

AI 62

AI Artificial Intelligence Close the Loop Omnichannel 62

ClearAction

JUNE 25, 2023

Artificial Intelligence in CX Learning Lynn Hunsaker Beware of artificial intelligence in CX learning! Since AI is based on what’s already out there, by definition, AI CX learning is going to be misleading. Artificial intelligence (AI) is a top topic in customer experience management.

Artificial Intelligence 62

Artificial Intelligence CXM CX Data Mining 62

Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. Dr. Turner believes that description is exactly how algorithms and machine learning works. The misconception is that machine learning and forms of AI are pure. It’s so exciting that I worry a little that people treat it like magic.

AI 148

AI Artificial Intelligence Machine Learning Social Media 148

Lumoa

NOVEMBER 15, 2017

Customer feedback allows us to go deeper into customer experience and understand what drives your revenues up and down. The increasing role of machine learning in all business fields, including customer experience, was the presentation topic of Tommi Vilkamo , eCraft.

Machine Learning 113

Machine Learning Artificial Intelligence Customer Feedback CX 113

Aquire

JULY 1, 2021

If you want to know more about this technology, start here; our beginner’s guide will cover these essential aspects of conversational AI: What is conversational AI? The most advanced function of this tech is using machine learning to learn over time. Machine learning (ML). What do humans mean?

AI 125

AI Artificial Intelligence Machine Learning ML 125

Win the Customer

JANUARY 20, 2020

Analyze your customers’ pain points and set up chat greetings to start at the exact moment your customer needs them. This personalized support experience will drive conversions up and lead to more sales. The Benefits of Artificial Intelligence in eCommerce.

AI 159

AI Artificial Intelligence Machine Learning Social Media 159

Lumoa

NOVEMBER 8, 2017

As long as the metric goes up, everybody is happy. But as soon as it starts to decline, there is panic in the air. Market research is being commissioned and market research agencies start doing both quantitative and qualitative studies to get to the bottom of the issue. And artificial intelligence has a role to play in this.

Customer Feedback 110

Customer Feedback AI Net Promoter Score Machine Learning 110

Customer Experience Matrix

NOVEMBER 9, 2015

You might think so based on the emergence of open source machine learning like H 2 0 and Google’s announcement today that is it releasing a open source version of its TensorFlow artificial intelligence engine. Infer upped the ante on November 5 with its Prospect Management Platform.

Artificial Intelligence 128

Artificial Intelligence Predictive Analytics CRM Machine Learning 128

ProProfs

DECEMBER 27, 2019

Artificial Intelligence and Machine Learning are gaining widespread adoption in the past few years. In this era of rapidly-evolving technology, the way we learn has undergone a tremendous change. In this era of rapidly-evolving technology, the way we learn has undergone a tremendous change.

Machine Learning 52

Machine Learning Education ML AI 52

DMG Consulting

OCTOBER 9, 2020

It is an artificial intelligence (AI)-based capability that utilizes data mining, statistical techniques and machine learning to identify relationships, patterns and trends. Question: What is predictive analytics and how is it being used in contact centers?

Predictive Analytics 98

Predictive Analytics Contact Center Data Mining Artificial Intelligence 98

Intercom, Inc.

SEPTEMBER 30, 2021

In 2017, she started working as a product lead at the Chan Zuckerberg Initiative, building their infectious disease program and IDseq, an open-source online platform to spot movement of diseases across borders, the emergence of new illnesses, or the spread of drug-resistant strains. You don’t know when issues are going to come up.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. To get you started on the right foot, here are five ways to think about increasing your CSAT and elevating your brand. Needless to say, the stakes are high.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Intercom

JUNE 20, 2024

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. Modern LLMs and their progeny will directly do knowledge work, and they’ll start with the jobs that require the least sophistication.

AI 98

AI Customer Service Machine Learning Artificial Intelligence 98

Intercom

FEBRUARY 22, 2019

Artificial intelligence is radically redefining the customer service landscape. Here’s a look at how customer service chatbots can improve your service experience, and a few examples of intelligent bots that will inspire you to create your own. What is a customer service chatbot, and do I need one?

AI 133

AI Customer Service Artificial Intelligence Touchpoint 133

DMG Consulting

AUGUST 10, 2018

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Intelligent virtual agents (IVAs). Technology. How it Works.

Artificial Intelligence 78

Artificial Intelligence Machine Learning Contact Center Legal 78

Customer Experience Matrix

APRIL 13, 2017

Monetate last week announced its latest enhancement, a machine-learning-powered “intelligent personalization engine” that supplements its older, rules-based approach. Machine learning by itself isn’t very exciting today: pretty much everybody seems to have it in some form.

Machine Learning 48

Machine Learning Engineering Start-ups Artificial Intelligence 48

Beyond Philosophy

AUGUST 25, 2022

For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Triant agrees, adding that recruitment is the first place to start building a proactive experience. Therefore, it is helpful to consider the data as a starting point.

Contact Center 147

Contact Center Artificial Intelligence Sentiment Analysis Start-ups 147

DMG Consulting

JUNE 11, 2019

Hundreds of vendors around the world have entered the RPA segment, coming from many existing IT sectors such as enterprise resource planning (ERP), customer relationship management (CRM), contact center infrastructure, workforce optimization, as well as dozens of start-ups that want to take advantage of the massive market opportunity.

Artificial Intelligence 80

Artificial Intelligence Machine Learning Contact Center Customer Relationship Management 80

Hodusoft

JANUARY 21, 2021

Implementing Artificial intelligence. In recent times, Artificial Intelligence or AI has emerged as one of the advanced and widely used technologies out there, especially in outbound call centers. AI can be a helpful tool for agents to provide customers with self-service through machine learning.

Artificial Intelligence 105

Artificial Intelligence AI Machine Learning Technology 105

Aquire

SEPTEMBER 21, 2021

Customers engage with the program starting with live chat, and then seamlessly transition to a video call when required, getting the opportunity to speak to an agent about anything from seat assignments to boarding information. The real aim was to free-up resources previously locked into propping up an outdated and fragmented system.

Artificial Intelligence 145

Artificial Intelligence Real Estate Innovation Start-ups 145

Zendesk

DECEMBER 7, 2021

Companies are increasingly leaning on artificial intelligence (AI) to automatically collect and organize customer data at each touchpoint so they can deliver better experiences. AI can help businesses get new clients up to speed quickly and make the onboarding experience more personalized and less frustrating.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

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. So is it time to set up your first AI chatbot and set it to work? Still, using AI chatbots for customer service makes plenty of sense.

AI 144

AI Machine Learning Artificial Intelligence Technology 144

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Or where you should even start. We’ll break it down for you, take a closer look at the various types of automation – and share a step-by-step guide to getting started.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

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

DMG Consulting

JULY 5, 2020

However, in recent years, more advanced solutions have started to include forensic capabilities that enable the application to self-identify (or discover) trends and concepts that a company didn’t know to ask about, which might otherwise go undetected.

Artificial Intelligence 77

Artificial Intelligence Text Analytics Machine Learning Start-ups 77

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. It can open up new opportunities, additional sales and long-term customer relationships. Improved customer experience starts with the customer’s perspective.

Customer Experience 103

Customer Experience CXM Artificial Intelligence E-commerce 103

DMG Consulting

MARCH 1, 2019

The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 Total company revenue for the WFO market in the first half of 2018 was $1.685 billion, up $101.7 million in the same period of 2018, up $168.5 Calabrio’s contact center WFO revenue was estimated to have grown rapidly, up $17.3

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” However, customers are changing how they have experiences these days, and organizations that don’t keep up will be left behind.

Retail 139

Retail Machine Learning AI Contact Center 139

Lumoa

JANUARY 9, 2018

That is why although CX is evolving, it is doing so far too slowly – hence the need for CX Professionals and anyone with a passion for CX, needing to continue building a revolution within companies to get those business leaders who still do not understand the fundamentals of CX to wake up and smell the coffee.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Comm100

AUGUST 8, 2022

If you feel like you need to catch up on what chatbots are and how they work, you’ve come to the right place. and “how does a chatbot use machine learning?”. With a well-established knowledge base integrated, the chatbot can follow a pre-defined conversation flow based on rules to serve up an answer. What is a chatbot?

Customer Service 98

Customer Service Machine Learning Social Media AI 98

Intercom

MAY 31, 2023

AI is constantly evolving and expanding, with new developments and applications emerging every week – and it feels like the amount of jargon to keep up with is developing just as fast. AI systems can be trained to learn and improve their performance over time, allowing them to complete more complex tasks with greater efficiency and accuracy.

AI 72

AI Machine Learning Artificial Intelligence Unstructured Data 72

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.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Lumoa

FEBRUARY 9, 2023

Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Why is NPS ® going up or down?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167