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ChatBots: The First Experience With AI
One of the fastest areas of adoption for AI in the enterprise is chatbot applications.
What customers really want is instant access to someone (or something) that understands what they need. Self-service customer engagement is trending towards delivering that-- but companies need to work with a partner that can deliver at scale.
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37 reads
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Supporting a Growing AI-Native Workforce
Employees need systems that support a balance between complex tasks and easy-to-execute deliverables that satisfy a sense of accomplishment and completion of work at the end of a workday.
The design and implementation of AI must consider empathy and how it augments and supports the self-rep...
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34 reads
The Bottom Line
The customer engagement employee is an AI worker, their knowledge and contributions are essential to AI implementation. You cannot separate the two.
The next generation will have moved beyond being 'digital natives' they will be 'AI natives.'
Contact centre employees are at t...
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41 reads
AI And Customer Experience: The Premise
If we look at the recent developments in AI, it can seem as though the developers and creators of AI applications have lost control of its powerful potential.
But these reports lose sight of the more effective and well-governed developments that are supporting and optimizing real work and t...
7
59 reads
The Facts
Customer care was one of the top use cases for AI.
60 percent of executive respondents believe AI will play a role in 11 percent to 30 percent of their processes-- a considerable but not necessarily dominant influence on how most businesses operate. The overall acceleration...
8
41 reads
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Customers Will Always Share Their Experiences With Others
The natural thing that happens when we experience something is to share it with others. It is exactly the same with customers. Deliver an excellent service to a customer and they would rave about it to others, treat them badly and they won’t hesitate to spread the news.
The questio...
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