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As AI’s impact continues to ripple throughout virtually every industry, one area where artificial intelligence (AI) has sparked a lot of optimizing is customer service, where CX leaders are imagining a world in which AI-powered chatbots can respond to any customer inquire through automated messaging services. But as many recent AI failures in the customer service world have illustrated, while such innovations hold great potential, they are not without their challenges and risks.
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of be
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Cisco Catalyst Center is a powerful network controller and management dashboard that simplifies customer IT operations in enterprise and campus networks via valuable insights, time-saving automation,… Read more on Cisco Blogs
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Excellent customer service aims to anticipate and meet needs before customers are even aware of them. You want to create a seamless, personalized experience. And the best way to do that is to start with a customer journey map. What is customer journey mapping? Customer journey mapping is a visual representation of every experience customers have with you.
Do you feel a bit lost when people refer to certain environmental sustainability topics and aren’t sure where to start when it comes to learning more?
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Hi there! I´m a Solutions Engineer working with Collaboration and Customer Experience solutions, and one thing I’ve learned is “one size does not fit all.
BigChange has developed a handy tool using Artificial Intelligence (AI) to automatically draft emails. The ‘Draft My Email’ feature transforms brief notes into consistently accurate, professional emails. It is designed to be flexible, understanding the nuances of tone, length, and context and each draft can be easily customised. Draft My Email prepares a message for review which can then be copied and tweaked before being sent.
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When it comes to designing chatbots, there are a few simple practices that separate helpful, high-performing bots from chatbots you’d rather see put out of their misery. Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for. Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and developme
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