AI can’t solve your customer service problem. Here’s why.
Everyone’s talking about AI. Like "the cloud" numerous years ago, if your product isn’t powered by AI, forget it. If you believe everything you read, you’d think AI is the answer to everything from driverless cars (which it is) to natural and engaging chatbots, intelligent assistants, and IVR systems (which, unfortunately, it isn’t).
Start With the Caller: Why UX Research is Vital to Great IVR
Too many IVRs are developed without giving due thought to the callers who use them. Here’s why it pays to do user experience (UX) research. Steve Jobs famously said: “You’ve got to start with the customer experience and work back towards the technology – not the other way around.” Yet for many companies designing and developing interactive voice response (IVR) systems, that user experience is...
Want Your IVR to Perform Like Alexa or Google Assistant? Here’s How You Do It.
Consumer expectations are being set by voice assistants like Siri, Google Assistant, and Alexa. We interact with this technology every day. So do business leaders. We often hear clients complain that their own voice channels pale in comparison to the voice assistants offered by tech giants. Frequently, they assume the solution is investing in new technology.
8 Steps to a Brilliant Bot Strategy
It’s time to build a Bot Strategy. Are you ready? Now I’m going to cover how to do that. How to build a bot strategy that suits you, and your business. This is not trial and error, nor a 1-day workshop delivered by a tech partner to convince you to buy their stuff. This is a 6-8 week process. There are 8 steps.
A Conversation About Conversational AI
Alexa, Black Friday, and boiled tea(?) - A chat with an expert. I had the opportunity to sit down with Sarah Reitsma, Director of UI at Waterfield Technologies, to discuss conversational AI in the contact center and how it is helping industries of all sizes and types provide better user experiences, streamline processes, and meet the expectations of today’s customer.
3 Real-World Examples Of Contact Center AI
The customer experience can make or break your business. A positive experience will go a long way toward keeping customers satisfied and loyal. A poor experience, however, can damage your brand beyond repair. (Unsatisfied customers will share their opinions with anyone who will listen!) When a customer reaches out to your organization they expect to be treated as a priority, not a hassle....
Conversational AI for Everyone: Conversational Design Beyond Jargon
In our human history, there are benchmarks that heralded our difference from many other creatures on this planet. Some of these benchmarks include discovering cooking and herbal medicine, forging iron, copper, and steel, or shifting from foraging to agriculture. Even before all of these, at some point, we began to talk and communicate in layered and specific ways. Communication was probably first...
3 Must-haves for AI in the Contact Center
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 make...
A Platform Approach to AI Brings Speed to Transformation
The current, global challenges in managing the COVID-19 pandemic has forced many customer care organizations to transition to a remote workforce while, at the same time, experiencing significant increases in call volumes. While these challenges are immense, they do offer a singular opportunity for Conversational AI to shine.