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…
Rising customer expectations mean the experience that brands provide is crucial to the bottom line. At a time when the volume of interactions is increasing, Eptica research explains how automation can help improve CX and productivity.
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?
Technology has the power to transform how we communicate with each other, and has made huge advances over the last twenty years. We’ve seen the growth of email, the rise of social media and the emergence of web chat all provide new ways to interact with friends, families and organizations. In turn, this has revolutionized customer service, adding new channels an...
News is emerging that Nuance, which supplies speech recognition technology to the Apple iPhone’s Siri voice activated personal assistant, is introducing a voice-controlled mobile helpdesk assistant. Full details have not yet been released, but it’s thought this will be a natural speech recognition system for companies looking to automate their customer service departments.While Nuance&...