Implementing AI to Address a Global Pandemic

Implementing AI to Address a Global Pandemic

August 06, 2020 / By Cynthia Stryker / Under

The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to obtain a cost-efficient and intelligent way to address their customers' most pressing issues. AI solutions are fueling traditional self-service approaches while also incorporating chat bots and live...

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Three Must-haves for AI in the Contact Center

Three Must-haves for AI in the Contact Center

May 28, 2020 / By Kimberley Drobny / Under

AI is redefining the customer experience and organizations are investing in implementations that support deeper uses for AI and NLP to enhance customer service and reduce costs. There are three key factors to consider when planning for AI that will impact your contact center; knowing how to leverage your data, how to best understand your customer’s needs, and how to maximize them together to...

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Google Dialogflow – capturing numbers with voice

Google Dialogflow – capturing numbers with voice

March 04, 2020 / By Mike Hentges / Under

Google’s Dialogflow environment is a great place to build natural-language understanding applications that automate both text-based (chatbot) and voice-based interactions. All of the voice-enabled AI environments in wide use today (Google’s Dialogflow, IBM’s Watson Assistant and Amazon’s Lex are the big 3) enable voice communications by going through a 3-step process, where spoken input is...

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Contact Center Self Service and the Customer Experience

Contact Center Self Service and the Customer Experience

January 16, 2020 / By Donna Penwell / Under

Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business.  AI fueled self-service options help to improve internal productivity, the customer experience and cost efficiency.

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Optimizing Your Contact Center Performance

Optimizing Your Contact Center Performance

October 16, 2019 / By Marketing / Under

A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution.  Utilizing the services of expert, advanced IT partners is strongly suggested as they are able to help you create an extensive, all-in-one infrastructure built from any number of niche solutions.

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Transforming the Contact Center Experience With AI

Transforming the Contact Center Experience With AI

July 12, 2019 / By Marketing / Under

Contact centers of all sizes are challenged from many different angles today.  Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way toward relieving...

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The Smart and Modern Contact Center

The Smart and Modern Contact Center

June 27, 2019 / By Donna Penwell / Under

There is no doubt about it – contact centers must streamline their operations to remain competitive in the modern business landscape. Artificial intelligence is able to contribute to this effort in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let’s take a look at some of the ways that...

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Creating a Dynamic Contact Center Experience With AI

Creating a Dynamic Contact Center Experience With AI

Keeping a call-center running smoothly can be challenging for even the largest enterprises. Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way...

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6 Positive Features of Chatbots in Contact Centers

6 Positive Features of Chatbots in Contact Centers

August 31, 2018 / By Marketing / Under

Automation has always been part of the contact center world – and it is getting even bigger with the addition of chatbots.  While they are in a basic stage now, as is with all things related to AI, chatbots are getting better the more we use them. Machine learning is different than human learning – it’s only as good as the data we feed it. Chatbots lack natural cognition to challenge inputs...

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Trust and Artificial Intelligence

Trust and Artificial Intelligence

October 30, 2017 / By Donna Penwell / Under

Despite the fact that Artificial Intelligence (AI) has become a household term over the last few years, studies show that there is still a widespread sense of trepidation around the topic. According to a report published by Forbes last month, when consumers were given a list of popular AI services, 41.5% could not give an example of AI that they could trust. Significantly, in verticals that...

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