When someone mentions artificial intelligence (AI) or machine learning (ML), it can be difficult to tell if they’re really talking about a grand new technology or just using impressive buzz words. But in the case of customer care, automatic testing and AI customer experience bring real, tangible benefits. Read More >
Business leaders who always strive to improve customer experience already know about artificially intelligent chatbots. But bots aren’t the only solutions that make use of conversational AI. In fact, you can use conversational AI to improve CX in any communication channel. Read More >
Many customers today still try to bypass self-service options, like an IVR, as quickly as possible. They immediately press “0” or ask for a representative, but using AI and conversational experience design (also known as conversation design) makes the self-service experience more enjoyable and successful. Read More >
Discussion about bots is everywhere. Some describe bots as the next best customer care solution, while some spread fear about displaced workers and robotic conversations. But customer service bots are already in wide use today, and they simplify interactions for millions of consumers every day. Read More >
From small business owners to global influencers, chatbot customer service has been hyped as one of the most important customer experience solutions for businesses today. No matter what the customer is buying, be it software from an online giant or carnations from a local flower shop, a chatbot may be there to help drive the purchase. So for business owners and IT pros who want their bot to stand out, be sure to consider an NLP chatbot and conversational UI. Read More >
Directed dialog or natural language. You may not understand those two terms, but chances are pretty good you’re already using one of them when communicating with your customers. They both describe a form of interactive voice response (IVR) system, but one creates a far more conversational IVR experience. Read through the comparison below and see just what you need to know about choosing a directed dialog or natural language option.
Traditional interactive voice response (IVR) is still the golden standard for self-service. But it’s safe to say it doesn’t have the best reputation in the minds of many consumers. From dated interfaces to limited verbal working memory, there are many reasons a standard IVR fails, and businesses are looking for a more mobile IVR to provide results. Thankfully, a new technology has produced a workable solution: visual IVR. (And don’t miss the visual IVR demo at the bottom of the page.)
Although many people are bearish when talking about manufacturing — saying that “jobs are moving overseas” or “nothing is made locally anymore” — the U.S. is actually on track to become the world’s most competitive manufacturing country by 2020. Still, that doesn’t mean there’s a lack of modern manufacturing challenges. Read More >