Traditionally, automation has seemed like the next-best option to a live representative. It’s something that call centers needed in order to handle large call volumes, but it was not necessarily something that was embraced. It was the lesser of two evils: make your customers wait on hold for 30 minutes until a live agent is […]
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Every now and again, a technology comes around that completely changes the way that business is done. From Henry Ford’s assembly line, to the commercialization of the internet, and the introduction of social media, companies have learned the hard way that if they don’t adapt, they will get left behind. Think back to 10 years […]
Read More… from 3 Misconceptions about AI (and why there is nothing to fear)
What comes to mind when you hear the phrase “Restaurant of The Future?” Do you picture robot waiters? Delivery by drones? Shaped gelatinous food replacement product? Thanks to FSTEC, it’s never been more clear how far restaurant technology has come – and just how close the future really is. The conference, held Septemer 8-10 in […]
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The customer is always right. This saying has been around for quite some time, and for a good reason. It’s synonymous with the delivery of impeccable customer service, which has been proven to make loyal customers and increase revenue. But if customers are always right, why are we making them conform to our ways of […]
Read More… from The Customer is Always Right (And How Conversational AI Can Help)
By early 2020, companies plan to more than double their adoption of Intelligent Virtual Assistants (IVA). The demand for Conversational AI technology in customer care is high, and so the question becomes how to implement the right solution. To build or to buy? When your business begins discussions on whether to build it yourself or […]
What’s the difference between a good IVA and a great one? You’ve probably had experiences with an “okay” IVA. It got the job done, but maybe not in the fastest or most efficient way. You may have had to repeat a few things, or maybe it took a few tries for the technology to understand […]
ATMs were invented in the 1960s, and they transformed the way that customers interacted with their bank. Rather than entering the bank, waiting in line, and having a lengthy conversation with a teller, customers were able to drive up to a machine at their convenience to do exactly what they needed to do– nothing more, […]
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While customer service has always been around, its customer-centric focus has flourished in the past years thanks to the realization that a good customer experience helps you earn more money. And more importantly, bad customer service will cost you. According to Frost and Sullivan, “US companies are now losing more than $83 billion annually due […]
Read More… from Conversational AI: Best Practices in Customer Service
What do you think of when you think of first class? A glass of champagne? A hot hand towel? A flight attendant rushing to your assistance at the push of a button? As traveling becomes more mainstream, these amenities may seem like a distant dream. Instead, we are faced with the reality of overbooked flights, […]
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