How One Bad Experience Can Turn Customers Off Forever
#Artificial Intelligence (AI), #Blended Experiences, #Virtual Agent (Chatbots), #Reduce AHT
When it comes to blended experiences, success hinges on chatbots and agents handing off interactions absolutely…
Four ways to make chatbots feel more human
#Virtual Agent (Chatbots), #Customer Engagement
Chatbots are an effective way for companies to automate customer service and provide the seamless, self-service…
Ep. 4 - Ramesh Kumar: The Virtual Agent – What Chatbots Mean for Your Agents
#Customer Engagement, #Virtual Agent (Chatbots), #SolvingForCX, #Podcast
Ah, the never-ending quest to deliver the best possible customer satisfaction. Nobody can question our intent: We want…
Ep. 2: Art Schoeller – How to Blend Human Agents and Chatbots
Are the machines really taking over? Any time we experience fast-paced change, it’s often accompanied by plenty…
When AI and Emotion Collide, Consumers and Brands Win
#Customer Acquisition, #Customer Engagement, #Virtual Agent (Chatbots), #Modern IVR
For thousands of years, consumers and businesses only interacted in person, and it was easy to understand the emotions…
Forget Uber: Hilton and Argos are Leading
#Customer Engagement, #Virtual Agent (Chatbots), #Modern IVR
Consumer expectations have been driven in large part by the experiences they’ve had with Amazon, Uber and other forward…
Ep. 1: Intro – A Podcast for Intent-Driven Customer Experience
We’re so excited to share the inaugural episode of Solving for CX, our brand-new podcast about intent driven customer…
AI will lead to fewer jobs. So what should businesses do about it?
#Virtual Agent (Chatbots), #Modern IVR, #Customer Engagement
I’ve been asked many times recently to comment on how the rise of AI will impact jobs and the economy, particularly in…
With Chatbots and Agents, Everyone Wins
#Customer Engagement, #Virtual Agent (Chatbots)
By now, we all know that chatbots are an effective way to contain costs while handling a growing number of customer…
