ECXO

OCTOBER 23, 2024

Through natural language processing (NLP) and machine learning algorithms, AI can comprehend and respond to customer inquiries and concerns with remarkable accuracy and speed. Result : Amazon’s recommendation engine contributes to about 35% of its total revenue , showcasing how effective AI-powered personalization can be at scale.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

Lumoa

MAY 16, 2024

We’re tackling a complex yet crucial topic in machine learning and AI development. Meanwhile, you can almost hear the prudent software engineers screaming: “This is not a process!” This iterative approach doesn’t always fit into the linear development pipelines that software engineers are accustomed to.

Machine Learning 78

Machine Learning ML Engineering Text Analytics 78

ECXO

MARCH 6, 2025

Advanced analytics and machine learning are opening new possibilities in CX transformation. Some B2B firms are using machine learning to predict churn or to recommend products that a client might need next, based on firms with similar profiles. Over time, CX becomes seen not as a cost centre but as a growth engine.

CX Transformation 339

CX Transformation B2B CX Government 339

Intercom, Inc.

OCTOBER 19, 2018

Large engineering organizations face a common problem – different teams working on different parts of a product can end up having specific domain knowledge, and even specific cultures, that can lead to silos. Even after the first day, ongoing and continuous learning is critical to encourage and maintain. What is an engineering tour?

Engineering 106

Engineering Machine Learning Start-ups Technology 106

Customer Think

AUGUST 20, 2024

For all living memory, enterprise software has been the engine that powers modern business. Both Artificial intelligence (AI) and machine learning (ML) are losing their futuristic status to becoming an essential part of […] Nonetheless, the enterprise software landscape is changing significantly.

Machine Learning 59

Machine Learning Artificial Intelligence ML AI 59

Intercom, Inc.

FEBRUARY 28, 2018

Our teams across Intercom think and work holistically, so when we talk about Product, we mean engineering, design, product management, research and analytics. Our SF Product team is led by Ann Montgomery, leading product management & design, and Louis Bennett, leading engineering.

Engineering 195

Engineering Machine Learning Innovation Sales 195

ECXO

MAY 27, 2024

However, it hasn’t yet empowered designers or engineers directly. Systems that can assist in enterprise design can help designers and engineers align their work with those parameters. Predictive design leverages machine learning to identify trends and adapt frequently used features while minimizing less relevant elements.

AI 227

AI Technology Technology CX 227

Intercom, Inc.

MAY 20, 2021

Our conversation covered a lot of ground, from our distorted understanding of engagement metrics to how and why engineers should seek to design features that enhance human senses rather than exploiting them. A wide-ranging and richly thought-provoking episode. Intercom’s Fergal Reid and Ciaran Lee on the making of Resolution Bot.

Machine Learning 211

Machine Learning Innovation Engineering Start-ups 211

Qualtrics

MAY 2, 2019

Machine learning is something I can never get bored of. There is always something new every day for me to learn and potentially apply to work. Qualtrics has sophisticated tools that help customers leverage machine learning to discover insights about experience data. What is your ‘why’?

Machine Learning 37

Machine Learning Engineering Technology Technology 37

Win the Customer

MARCH 7, 2023

One of the most powerful tools experience professionals have at their disposal is data analytics and machine learning. The Role of Machine Learning Machine learning takes data analytics to the next level by using algorithms to automatically learn and adapt from data.

Machine Learning 52

Machine Learning Customer Experience E-commerce Compliance 52

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

Intercom, Inc.

OCTOBER 11, 2018

It’s a simple proposition: when customers ask a question in the Intercom Messenger , Answer Bot uses machine-learning to recognize the query and deliver the exact answer right there, directly in the conversation. In an ideal world a teammate could turn on Answer Bot with the flip of a switch.

Machine Learning 151

Machine Learning Engineering Technology Technology 151

Intercom, Inc.

JULY 30, 2020

Clearbit , the leading marketing data engine, has reaped the rewards of automation firsthand – leveraging it for everything from identifying churn risks to closing renewals, all without human involvement. Combatting churn with machine learning. This machine learning model doesn’t operate alone, though.

Machine Learning 145

Machine Learning Customer Relationship Engineering Business Growth 145

Uniphore

DECEMBER 6, 2021

Before joining Uniphore, Balaji was at Lyft where he led engineering teams on Marketplace, rider and driver experiences, core services, mapping and machine learning. He joined Lyft when they acquired the startup he co-founded FinitePaths in 2017.

Machine Learning 26

Machine Learning Engineering Gaming Start-ups 26

Intercom, Inc.

JULY 15, 2021

took over the company in 1952 and decided to make his mark through modern design, they’ve become the single largest design organization in the world, with over 1500 designers working in innovative products from machine learning to cloud to file sharing. You said you started off in industrial engineering and human-computer interaction.

AI 245

AI Machine Learning Start-ups Technology 245

Intercom, Inc.

MAY 5, 2020

This fascinating essay by Machine Learning Engineer Cathal Horan draws on the work of theoretical physicist Geoffrey West, network economics expert Geoffrey Parker and renowned urbanist Jane Jacobs to make the case that the growth of cities has a lot to teach us about how to develop a platform. Jeetu Patel, Box.

Transportation 171

Transportation Machine Learning Engineering Customer Retention 171

ECXO

JULY 26, 2023

AI, automation and machine learning mean solutions are available to meet these expectations – at scale. SAS – SAS Customer Intelligence 360 offers adaptive planning, journey activation and a real-time decision engine to create personalised, moments-based CX at scale. They want to be seen as individuals.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Totango

JUNE 28, 2018

Extending Product and Engineering Teams. We are constantly hiring the best and brightest Engineers, Product Managers, Designers, and Data Scientists who are passionate about our Enterprise-2-Customer vision.

Artificial Intelligence 98

Artificial Intelligence Machine Learning Engineering Innovation 98

Intercom, Inc.

MAY 22, 2019

Deepa joined me for a chat about everything from ways to prioritize customer experience to going all-in on machine learning. When building machine learning , large generic training models aren’t always the best. Lessons on building machine learning. Short on time? Deepa: I love telling this story.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Beyond Philosophy

AUGUST 4, 2022

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. Humans make those decisions, even in unsupervised machine learning, which means it is still an opinion about what those will be, affecting AI’s suitability.

AI 148

AI Artificial Intelligence Machine Learning Social Media 148

Lightico

FEBRUARY 4, 2025

Yet these traditional AI tools are often constrained by rigid rulesets or prebuilt machine-learning models that excel in well-defined tasks. Enhances Accuracy : Machine learning models reduce the risk of human errorslike typos or missed fields. These models excel at natural language understanding and generation.

Finance 52

Finance AI Compliance Machine Learning 52

Intercom, Inc.

APRIL 20, 2022

An example of this is Resolution Bot, which is powered by machine learning. When there are many designers and engineers working on features that sometimes overlap, Pulse improves consistency and helps us build things faster. “Design is about making the complex simple”.

Innovation 211

Innovation Machine Learning Engineering Start-ups 211

Intercom

JUNE 20, 2024

In this episode of Off Script, our VP of AI, Fergal Reid , talks about the evolution of machine learning, the challenges of applying it to customer service, and what it takes to build exceptional products. These breakthroughs belong in the sub-part of machine learning or artificial intelligence called natural language processing.

AI 98

AI Customer Service Machine Learning Artificial Intelligence 98

Intercom, Inc.

DECEMBER 12, 2018

Intercom’s blog is the growth engine that powers much of Intercom’s marketing and it in turn is powered by WordPress. In 2018, however, there’s finally an alternative to doing this by hand: machine learning. It’s unsurprising then to see that machine learning tools are at the heart of their own marketing stack.

Technology 223

Technology Technology B2C B2B 223

SurveySensum

JANUARY 20, 2025

Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. Web search results are always biased towards web pages that are search engine optimized. There are specific Machine Learning algorithms that are used for this purpose.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Intercom, Inc.

FEBRUARY 27, 2020

We sat down for a chat with our own Fergal Reid, Principal Machine Learning Engineer, to learn why Answer Bot had to evolve past simply answering questions to focus on solving problems at scale. Fergal Reid: I lead the Machine Learning team at Intercom. I joined Intercom about two and a half years ago.

Machine Learning 23

Machine Learning Start-ups ML Engineering 23

SurveySensum

DECEMBER 30, 2024

It combines the power of AI and machine learning to help you create smarter surveys, collect high-quality responses, and uncover insights faster. Monitor responses in real-time with the help of AI and machine learning. Listen and respond to customers using the Listening engine.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Intercom, Inc.

SEPTEMBER 22, 2022

The Conversation Automation Solutions (CAS) category is designed for B2B Marketers who are looking for technologies to support marketing, sales, and digital experience optimization aligned to the revenue engine. Businesses can leverage these tools for every customer stage, from evaluation to conversion, to support and expansion.

Machine Learning 104

Machine Learning B2B Engineering Technology 104

Customer Experience Matrix

OCTOBER 30, 2014

The system’s machine learning engine automatically uses existing records in the client’s database to create the model and then places the predictions in the specified fields. • automated predictive models machine learning marketing analytics predictive marketing predictive modeling scoring systems wise.io'

Machine Learning 101

Machine Learning CRM Government Omnichannel 101

Uniphore

SEPTEMBER 9, 2021

For example, AI and machine learning project AlphaFold is transforming understanding of how the human body produces protein, which will drive the creation of new drugs to fight diseases. It helps machines interpret spoken and written communication and determine the intent behind human interaction. Reinforcement Learning.

Real Estate 100

Real Estate AI Machine Learning Artificial Intelligence 100

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. But is it possible that predictive is already approaching commodity status?

Artificial Intelligence 128

Artificial Intelligence Predictive Analytics CRM Machine Learning 128

Sprinklr

JULY 12, 2021

Employees have the opportunity to work with the core of Sprinklr’s technology — our proprietary AI engine built with sophisticated deep machine learning algorithms. At any given instance, this AI engine processes millions of unstructured and structured data points ingested from myriads of channels and software applications.

CXM 96

CXM Artificial Intelligence Machine Learning Structured Data 96

Intercom, Inc.

JUNE 9, 2022

You’ll hear from Product Designer Charlotte Sferruzza about the importance of following design fundamentals and how it leaves space for Innovation and Engineering Manager Martha Moniz on building better solutions by keeping it simple. An example of this is Resolution Bots, which is powered by machine learning.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

Zendesk

MARCH 1, 2022

Kajabi’s story began when its founder and CEO engineered a complex sprinkler out of PVC pipe. The company has now started to caption those videos to ingest for artificial intelligence (AI) and machine learning (ML). Integrate AI and machine learning—it’s simpler than you think. Jared Loman.

CX 98

CX ML Machine Learning Artificial Intelligence 98

Intercom, Inc.

JUNE 25, 2020

Anjuan Simmons : Engineering Coach at Help Scout and author of Minority Tech – a book which shares his experiences as a Black man working in the tech industry. I’m an engineer so a techie at heart. My name is Anjuan Simmons and I am an Engineering Coach at HelpScout, a company that plays in the same friendly space as Intercom.

Start-ups 223

Start-ups Machine Learning Engineering Technology 223

Customer Experience Matrix

JANUARY 19, 2016

So when I saw that OneSpot calls its product a “content sequencing engine” you can bet they had my attention. When I read that “OneSpot’s machine learning technology serially delivers multiple pieces of content to your users based on their interests and digital journey stage,” I thought I might have found the Holy Grail itself.

Artificial Intelligence 72

Artificial Intelligence Machine Learning Engineering Technology 72

Zendesk

JANUARY 21, 2021

A cognitive search engine can help with that. Leading cognitive engines come with AI-powered apps that embed content creation in the process of issue resolution itself. Leading cognitive engines come with AI-powered apps that embed content creation in the process of issue resolution itself. Hence, it’s considered extra work.

Artificial Intelligence 98

Artificial Intelligence Engineering Machine Learning AI 98