‘‘ . . . 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 […]
Uncertainty is all around us. It’s safe to say that even with the best preparation and protocol, businesses are still facing challenging times and making tough decisions. But while some businesses have taken a particularly hard fall, we still see some–even in the hardest-hit industries–calmly and efficiently handling this crisis when it comes to customer […]
Read More… from 5 Tips for Successful Business Continuity Planning for Contact Centers
On our blog, we talk a lot about the benefits of Conversational AI and Intelligent Virtual Assistants. From better customer experience, to reduced operational costs, to improved agent experience, these technologies can transform your business in so many ways. But in this blog we are taking it back to basics to discuss the technology itself—specifically […]
“Please hold while we connect your call” Imagine you misplace your debit card. After a few failed attempts to cancel the missing card on a bank’s website and mobile app, you get rerouted to call their customer service line. You buckle up for a long-winded and frustrating experience because you’ve already made multiple attempts to […]
Read More… from The Emotional Side of Customer Care (and how AI can help)
As the coronavirus pandemic sweeps the nation and the rest of the world, businesses are forced to make tough decisions. We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. Emergencies of […]
Read More… from Maintaining Customer Service Excellence in the midst of an Emergency
AI is everywhere, and the use cases and new implementations are growing. Almost every day in the news, you see articles about new ways that AI is being implemented to solve problems and increase productivity for businesses. There’s no question that AI is rapidly changing and improving the way we do businesses, but there is […]
This blog is written courtesy of Interactions R&D team. Annotating data is hard work. Depending on the speech and natural language technology you’re developing, few innovative projects can be done with the same type of data — or even the same annotation scheme. In order to develop a high performing system, both the R&D team […]
Read More… from Five reasons why AI teams should in-source data labeling