Conversational AI technologies open up a world of possibilities for creating automated interactions that feel simple and intuitive. With Conversational AI, systems no longer need to tell users exactly what to say or present them with a limited menu of choices. Instead, the best conversational interfaces let users tell us what they need in their […]
What makes a successful CX conversation?
Customer experience is as much of an art as it is a science. Factors that influence the success or failure of customer experiences can be elusive and broad. Sure, we could look at customers’ top priorities when it comes to interacting with a brand, like speed or a knowledgeable agent, but often these individual characteristics […]
5 Complaints about Today’s Customer Service (and how Conversational AI can help)
“Have you called the cell phone company yet?” asks my husband for the 50th time in the past two days. I pretend that I can’t hear him from upstairs and ignore what will be inevitable. The dreaded customer service call. I try to hide, but eventually know I will have to do it. I am […]
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How to Create a Patient-centric channel deployment
Patients today are involved in their healthcare journeys more than ever before. Therefore, convenient and patient-centered experiences are required to meet expectations, like self-service scheduling, billing, and appointment reminders. Healthcare organizations that have digitally transformed are reaping the benefits. According to Forrester, a well-executed proactive mobile messaging plan can improve show rates for appointments as […]
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The Consequences for Collections Post Pandemic Relief
Labor Day weekend traditionally marks the end of summer and the beginning of the Fall season. It’s a time for workers to kick back and enjoy a long weekend with a day off with pay. However, for many, the recent Labor Day holiday wasn’t a relief from stress. It was a worrisome deadline that marked […]
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Omnichannel is Non-negotiable
We’ve all been there. A fraud alert pops-up, signalling the need to cancel your debit card and then wait 5-7 business days to receive a new one because your account has been compromised. After waiting on the line to speak to a live agent, they’ll dictate each and every transaction to you, confirming if you […]
4 simple ways companies have embraced digital to increase customer satisfaction
2021 is a highly digitized world. Consumers of all ages expect services and information at their fingertips. Whether it’s instant messaging, streaming or looking up random facts, users have an expectation to do what they want when they want. This expectation applies to businesses too, and has huge implications on the success of brands. In […]
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Conversational AI and Banking
Bank technology is shifting. Specifically, the automated customer service technology. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. While this traditional automation technology may have helped internal organizational practices, it did little to boost […]
The key to building customer loyalty? Conversation
Conversation is the heart of all relationships Conversation holds great power in relationships. Without conversation, trust cannot be built and information cannot be exchanged. You can’t get to know another person truly without communicating with them. Similar to a relationship between two people, relationships between customers and brands also need conversation as a foundational part […]
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