Automated customer service has been identified as the number one use case for AI-enabled digital transformation by leading analysts like Tractica and IDC. More and more businesses are turning to Conversational AI applications, such as virtual assistants, that automate tasks while also bringing benefits like improved customer satisfaction, decreased costs, and increased revenue. And businesses […]
Read More… from Live Agents and Virtual Assistants are Better Together
We hear a lot about the impact of Conversational AI on companies and their customers. But there tends to be an air of mystery surrounding the making of Intelligent Virtual Assistants, or any AI-powered product for that matter. Today, we’re pulling back the curtain. This week, we spoke with Michael Johnston, Director of Research & […]
Read More… from The People Behind the Patents: A Q&A with Interactions Researchers
Often, the top consideration when evaluating a Conversational AI solution is the technology itself. And while the technology is extremely important to build the foundation of a great virtual assistant, there are a lot of other considerations that should be top of mind as you evaluate your options. Choosing, implementing, and maintaining a virtual assistant […]
Read More… from How to Evaluate a Conversational AI Solution
“Why don’t we just do it ourselves?” These are the famous last words of every failed AI project. Well, maybe not, but they might of well have been. In a false attempt to cut down costs, have more customization over the end-product, and deploy faster, many companies mistakenly approach Conversational AI deployments the same as […]
Read More… from The Design Factor: Three Reasons a Managed Service is Better for Conversational AI
‘‘ . . . Strategy is about reducing uncertainty. It is the role of top management to reduce the uncertainty during the transition phase in such a way that people dare to make the choices and commit the resources.’’ Those of you sitting at your desk in your home office and collaborating to create the […]
Read More… from Implementing AI with Strategic Innovation in Mind
Modern user interfaces are sometimes customizable but are rarely truly dynamic; you may be able to change your phone’s accent and what it calls you, but otherwise its responses don’t change whether you are 18 or 81, a new user or an old friend. This is not, however, the way humans interact naturally with each […]
Read More… from Sorry, do I know you? The role of personalization and context in virtual assistants
Maintaining customer experience in a time of unpredictability is no small feat. Unexpected volume means that agents are not only overwhelmed and inundated with repetitive tasks, but customers are also unbelievably frustrated with subpar support driven by long queues and poor service. Brands are posed with the difficult task of handling the unexpected without detracting […]
What is the Peak-End Rule? Barbara Frederickson and Danie Kahneman conducted a research based study in 1993 that proved that the human memory is, in fact, imperfect. They discovered that humans don’t actually recall events in their entirety, but rather the snapshots of the most intense moments become a memory. They discovered this by submerging […]
Read More… from What’s the Peak-End Rule and Why It Matters in CX?
How are you delighting your customers? For large retailers, this question is of paramount importance, especially during the holiday shopping season. A delighted customer is loyal. Increased loyalty often translates into those customers making more purchases, more often. A recent study found that 50% of loyal customers will make more purchases with their preferred retailer and 60% […]
Read More… from Delighting for Dollars… How Improving CX Increases Loyalty for Leading Retailers