Lumoa

JUNE 23, 2021

The denouement of Gartner’s latest Hype Cycle for AI shows how AI-powered contact center technologies such as natural language processing (NLP), chatbots, and machine learning (ML) have recently begun to lose their magnetism, ending up in the Trough of Disillusionment.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

TeamSupport

JANUARY 9, 2024

Fun fact: TeamSupport was founded in 2008! Chatbots and virtual assistants powered by AI became increasingly popular for handling routine inquiries, providing 24/7 support, and improving response times. In the early 2000s, simple chatbots were used on websites to assist with frequently asked questions and basic customer support.

Customer Support 59

Customer Support Technology CRM Chatbots 59

CSM Magazine

OCTOBER 20, 2020

With many contact centres unable to operate effectively with a remote workforce and handle increasing contact volumes, the strategy of moving legacy technology to scalable, flexible cloud platforms and adopting voice and text chatbots has raced up the CEO agenda.

Engineering 52

Engineering Consulting Consulting Enterprise 52

CSM Magazine

JUNE 17, 2020

Amer Mohammed, Chief Digital Officer at Coop Sweden concluded: “Cooper is so much more than a simple Chatbot. Coop has had an online shop since 2008 which today reaches over 60 percent of Swedish households with home deliveries and also offers meal plans that can be picked up in all Coop stores. About Coop. million members.

Automotive 52

Automotive Transportation Big data Chatbots 52

AWS Machine Learning

SEPTEMBER 11, 2024

The financial services industry (FSI) is no exception to this, and is a well-established producer and consumer of data and analytics. This mostly non-technical post is written for FSI business leader personas such as the chief data officer, chief analytics officer, chief investment officer, head quant, head of research, and head of risk.

Benchmark 114

Benchmark Banking Analytics Big data 114

Comm100

DECEMBER 22, 2016

“Although the use of brands’ mobile apps has exploded since 2008, ‘brand app fatigue’ is starting to settle in. 2016 saw Microsoft chatbot, Taytweets, spiral out of control. In live chat, advanced integrations can include screen sharing, analytics, help desk, CRM applications, and more. AI Will Take a Back Seat.

Customer Service 51

Customer Service Benchmark Multichannel Airlines 51

Xaqt

JUNE 1, 2020

The Great Recession in 2008-2009 accelerated the offshoring trend as companies grappled with the economic downturn. Which meant that someone from Kansas could call a U.S company and speak with a call center agent in Bangalore. Offshoring thus emerged as a way for contact centers to reduce labor expense.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52