We often see people getting first curious and then confused or even scared with the thought of artificial intelligence. This is mainly because we were first introduced to AI via science fiction – like the classic Terminator or the more recent Westworld.
When it comes to machine learning, one size does not fit all. Different algorithms, and different techniques within those algorithms, are used to build a model that is application appropriate. But how do you determine which technique is best? Because machine learning is not a concrete set of algorithms used across the board, it depends on what you are trying to achieve.
With a company-wide initiative to improve customer experience, Westar Energy wanted a customer care solution that would cut down on Customer Service Representative (CSR) handle times and improve self-service transactions.
Interactions Intelligent Virtual Assistant seamlessly combines artificial intelligence and human understanding to provide superior accuracy. Watch this short video to learn how our solution can dramatically improve the customer experience across all customer care channels.
Recent research shows that improving Customer Experience (CX) leads to positive gains in revenue. Which means that — in the near future — leaders in CX will outperform laggards in generating revenue growth. Your customers want quick, easy access to the information they need via the most convenient channel.
For consumers and organizations alike, fraud is a growing cause for concern across all industries. The stakes are even higher, however, in industries like healthcare, which has suffered the highest number of fraud attacks of any sector over the past few years.
For a collections organization, live agents on the frontline represent the heartbeat of the organization. The productivity of the people who connect with consumers on a daily basis has a direct correlation with revenue . Having this knowledge top of mind provides management with a key set of strategies to increase productivity.
Press 1 for lower CSAT, 2 for lost revenue We have all been on the receiving end of this ancient customer service technology. “Press 1 for sales, 2 for billing, 3 for something else…”. Dual Tone Multi-Frequency Touchtone dialing (DTMF) presents a list of menu options to choose from and directs your call accordingly.