We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice. However, as well as celebrating current successes, NCSW provides a chance to pause and to look forward - what will customer service be like in the future?
Text analytics is at the heart of successfully using Artificial Intelligence in customer experience, with Natural Language Processing (NLP) used to extract meaning from written messages. How does it work and how do you benefit from it?
When it comes to the service they receive, consumer expectations continue to rise dramatically. They want a higher quality experience and faster, more accurate service from every organization they contact, through whatever channel they choose.
Artificial intelligence (AI) is currently the hottest topic in customer experience, with brands exploring how they can use digital technology such as chatbots to deliver the fast, accurate and personalized service that consumers demand. AI will radically change how customer service teams operate, with Gartner predicting that it will disrupt the jobs of 1 million phone-based customer support agents...
So far in this three part series covering artificial intelligence (AI) in customer experience I’ve explained the difference between bots and chatbots and some of the key concepts that you need to know about. In this third part I’ll finish my list of terms and describe how they can deliver an improved customer experience
Following last week’s blog introducing artificial intelligence (AI) and explaining the difference between bots and chatbots, in my next two posts I want to explore the types of AI and how they can be applied in customer experience. Firstly, here are four key terms that you need to know
Talk of artificial intelligence and chatbots is currently everywhere in the customer experience market, with analysts, commentators and vendors all discussing the benefits that this type of technology can provide to brands and their customers. But what do the terms bot, chatbot and artificial intelligence actually mean – and how can they improve your customer experience?
Customers today want fast answers to their questions and to have a seamless, informed conversation with companies, whatever their request might be. This is especially true in Asia Pacific, with research finding that APAC consumers are far ahead of those in other regions.
Ahead of next week's Institute of Customer Service (ICS) annual conference, new research spells out the enormous cost of poor service to brands. Figures from the UK’s Ombudsman Service found that it registered 55 million complaints over the last 12 months - costing UK businesses £37 billion as customers vote with their feet and move to alternative suppliers.