Chatbots

Successfully embracing AI for customer service

Published on: May 14, 2021
Author: Pauline Ashenden - Demand Generation Manager

How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled? What will be the impact on agents and customers?

Why the future of customer service is AI and humans together

Published on: July 31, 2019
Author: Pascal Gauvrit - CTO

Since AI moved center stage, commentators have been queuing up to voice their concerns about its negative impact on people and jobs. However, CX success means balancing humans and technology – as the latest Forrester research explains…

Instant messaging and its place in the customer experience

Published on: August 23, 2017
Author: Steve Nattress

Today's always connected, mobile-savvy consumers have rising expectations of the experience they receive from brands. Social media and in particular instant messaging apps are central to this, with brands increasingly making them part of the customer experience.