ECXO

AUGUST 12, 2024

From Vodafone’s enhanced customer interactions in Europe, powered by Oracle’s CX Cloud Suite, to Samsung SDS’s use of VR/AR technologies in South Korea, these tools are enabling businesses worldwide to exceed customer expectations and achieve greater success.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions.

AI 59

AI Customer Service E-commerce Social Media 59

Customer Think

JUNE 21, 2024

Customer service has long been a critical component of business success, but the advent of AI and machine learning is transforming the landscape. These technologies are not just enhancing customer service—they are revolutionizing it.

Machine Learning 59

Machine Learning AI Customer Service Technology 59

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

Lumoa

MAY 16, 2024

We’re tackling a complex yet crucial topic in machine learning and AI development. Here, I’m going to use Lumoa text analytics engine as a real-life example, of using booktest to develop a complex machine learning system and assure its quality. And our goal? This distinction brings a whole new set of complexities.

Machine Learning 78

Machine Learning ML Engineering Text Analytics 78

Uniphore

AUGUST 14, 2018

Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation. Read More.

Customer Service 124

Customer Service Artificial Intelligence Machine Learning Technology 124

Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

Intercom

JUNE 20, 2024

The latest breakthroughs in AI are already profoundly changing customer service. There’s an inherent structure and repetition to customer queries that make it highly suitable for AI to enhance efficiency and improve customer satisfaction. Arguably, that’s most of the customer service work.

AI 98

AI Customer Service Machine Learning Artificial Intelligence 98

eglobalis

JULY 2, 2024

”—offers a narrow and momentary transactional perspective on customer sentiment. Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner.

NPS 461

NPS Customer Feedback Net Promoter Score B2C 461

CSAT.AI

OCTOBER 19, 2022

Phrase based models use natural language processing (NLP) and machine learning which allow AI to derive meaning from human language. This is a powerful customer service technology in multiple ways. QA and first contact resolution (FCR) for customer service is an ongoing challenge. The Power of NLP.

Sentiment Analysis 108

Sentiment Analysis Customer Service Machine Learning AI 108

ECXO

MARCH 6, 2025

A common win in B2B CX is providing self-service capabilities (like online order tracking, knowledge bases, or account management portals) that give customers more control and convenience in their dealings with the company. Advanced analytics and machine learning are opening new possibilities in CX transformation.

CX Transformation 339

CX Transformation B2B CX Government 339

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. and “how does a chatbot use machine learning?”. What is a chatbot? AI Chatbot.

Customer Service 98

Customer Service Machine Learning Social Media AI 98

Intercom

FEBRUARY 22, 2019

Artificial intelligence is radically redefining the customer service landscape. From automated emails to visual search , AI allows companies to better support their customers at more touchpoints along their journey. Nowhere is this radical change to the customer experience as apparent as in the new wave of chatbots.

AI 133

AI Customer Service Artificial Intelligence Touchpoint 133

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 96

Customer Service Artificial Intelligence Machine Learning AI 96

ECXO

APRIL 29, 2024

It’s about putting yourself in the customer’s shoes, understanding their pain points, and doing everything you can to address them. They’ve employed AI, machine learning, and data analytics to gain deeper insights into customer behavior and deliver personalized experiences.

CX 285

CX Innovation Machine Learning Technology 285

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily.

Customer Service 105

Customer Service Predictive Analytics AI Artificial Intelligence 105

Callminer

NOVEMBER 18, 2020

If you wouldn’t do that in front of your mom, you shouldn’t do that while on the phone with your customer. We train our customer service reps to avoid playing off the caller’s emotions…”. You have to have grace under fire in any customer service position, but especially when you only have voice at your disposal.

Contact Center 345

Contact Center Customer Satisfaction Customer Service Outlook 345

Aquire

AUGUST 30, 2021

If we had to pick one thing (apart from freshly baked goods), it’d be personalized customer service. Thanks to their lower sales volumes, small businesses can easily get to know who their customers are and what they want. What is personalized customer service? Why should I personalize customer service?

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Fonolo

NOVEMBER 16, 2021

According to the 2021 Getting to Know Your Customers report from Khoros , 68% of customers will increase their spend with a company that they feel understands them and meets their individual needs—proof that it may be time for your customer service agents to make it personal. What is personalized customer service?

Customer Service 87

Customer Service Contact Center Artificial Intelligence Machine Learning 87

CommBox

MARCH 27, 2022

AI-based systems provide more aggregated information after each interaction with a customer. 9 Benefits of Using Customer Service Bots. Omnichannel communication platforms like CommBox can assist you in building chatbots and utilizing them for customer service across channels. . Users get answers faster.

Customer Service 98

Customer Service Artificial Intelligence AI Omnichannel 98

SurveySensum

DECEMBER 27, 2024

This holistic approach helps create a better overall interaction, driving satisfaction not just in the moment, but throughout the customers entire journey with your business. A well-organized knowledge base empowers your customer service team to quickly address inquiries, resolve issues, and provide accurate, helpful responses.

Technology 52

Technology Technology Artificial Intelligence CX 52

Fonolo

JANUARY 17, 2023

AI doesn’t change the fact that the human touch is key to a successful customer experience and the best AI applications will actually create space for the human touch and improve the agent experience. For example, a customer may raise their voice if they are becoming frustrated or angry. Chatbots or conversational AI.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. As we mentioned earlier, customers know the value of their data. Also use real-time status updates for services / complaints.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Ameyo Callversations

APRIL 6, 2022

AI chatbot solutions are leading the way in providing exceptional customer service to businesses worldwide. They play a major role in delivering consistent and engaging customer experiences across eCommerce, retail, banking, insurance, and travel. 8 Proven Ways How Chatbots Help Deliver Enhanced Customer Service.

AI 98

AI Customer Service Compliance Contact Center 98

Ameyo Callversations

APRIL 6, 2022

AI chatbot solutions are leading the way in providing exceptional customer service to businesses worldwide. They play a major role in delivering consistent and engaging customer experiences across eCommerce, retail, banking, insurance, and travel. 8 Proven Ways How Chatbots Help Deliver Enhanced Customer Service.

AI 98

AI Customer Service Compliance Contact Center 98

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. In 2024, an essential customer service trend will be balancing automation with the human touch.

Innovation 98

Innovation Customer Service Omnichannel Social Media 98

Ameyo Callversations

NOVEMBER 23, 2021

With enthusiasm to achieve excellence and offer the best services, businesses continuously push themselves to resolve customer queries and support them without any hurdle that has started a battle between digitization and the human touch in customer service. What is Customer Service Technology?

Technology 98

Technology Technology Customer Service E-commerce 98

Callminer

MAY 27, 2020

The prevalence of internet access around the world has made it possible for customers to quickly sleuth out answers to their own problems before turning to live calls with customer service agents for help. Self-service is one area in which contact centers shine due to their multi-channel approach.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

ECXO

APRIL 10, 2024

This concept can be applied to customer experience as well. When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Comm100

SEPTEMBER 23, 2021

Artificial intelligence, machine learning, IoT, and analytics are part of the technology stack that every company has actively started using to enhance productivity and efficiency. It is up to you to help your customers build the appropriate communication habits and build on them. Automate Your Customer Service Process.

Customer Service 98

Customer Service Artificial Intelligence Omnichannel Machine Learning 98

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. Another way GenAI is revolutionizing customer service is automation. Well, the answers are not as intimidating as you might think.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 98

Customer Service Healthcare AI Artificial Intelligence 98

Zendesk

DECEMBER 8, 2021

With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition. The impact of great customer service. Sitel Group ).

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

Uniphore

NOVEMBER 9, 2021

In a digital-first post-pandemic world, organizations need to pay close attention to the customer experience and agent experience alike. Emerging technologies like Artificial Intelligence, Machine Learning, and Intelligent Automation are helping brands not just to thrive but succeed in a post-pandemic world.

AI 130

AI Artificial Intelligence CX Machine Learning 130

CommBox

SEPTEMBER 20, 2021

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, then upgrading contact center technology (79%) and automating customer service processes (77%). . Chatbots can help businesses save up to 30% on their customer service.

AI 96

AI Customer Service B2C Real Estate 96

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

ECXO

APRIL 7, 2024

Connection: Here is the aspect of customer service, where AI and human creativity can create a symphony of efficiency and empathy. AI can automate repetitive tasks and provide 24/7 support, ensuring the customer’s needs are addressed promptly and efficiently. This raw data, however, is like a diamond in the rough.

AI 334

AI CX Artificial Intelligence Predictive Analytics 334