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Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution

eglobalis

The main point here is that we are talking about NPS, but no individual metric can supply all needed information; therefore, I called this article “360 Degree Revolution” since all metrics plus data supply your organization with a much better reality check than anything else.

NPS 373
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The new dawn of Machine Learning

Intercom, Inc.

Building ML products requires balance – it’s pointless to start with the problem if the solution is unattainable, but you shouldn’t start with the tech if it can’t meet real customer needs. ML teams tend to invest a fair share of resources in research that never ships. Do you think teams should have embedded ML engineers?

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Ask the Expert: Your Topic Modeling and Machine Learning Questions Answered

Callminer

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. Is topic modeling supervised machine learning (ML)? We wanted to highlight some from our most recent How to Use Topic Modeling to Extract Conversational Insights.

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AI and ML are Taking Digital Marketing to the Next Level

C3Centricity

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). This is why I, like many others, refer to AI as augmented intelligence rather than artificial intelligence.

ML 63
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Conversational AI: The Beginner’s Guide [2021]

Aquire

For example, people can ask a question to a pop-up widget (often looking like a robot with antennas) and artificial intelligence will make sure the conversation sounds and feels natural. Machine learning (ML). Conversational applications use ML to better understand human interactions. What do humans mean?

AI 125
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How Can Contact Center AI Change (and Lift) Customer Experience and Engagement?

Ameyo Callversations

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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The New Era of Generative AI Customer Service: Empowering Humans with Automation

CommBox

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