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 such...

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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 recent report published by Forbes, 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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Contact Center Dilemma - Self-Service or Agent?

Contact Center Dilemma - Self-Service or Agent?

August 29, 2017 / By Donna Penwell / Under

Millions of dollars have been invested in contact centers to support customers calling to ask questions, get support, purchase or return items - or just grumble. The personal agent-to-customer contact seemed important - until it wasn’t. The frustration of waiting for an agent, the aggravation of being transferred from one department to another, and the annoyance of having to re-tell your...

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