The difference between a bot that enhances customer experience and one that frustrates users often lies in its features. Here’s a look at 10 essential chatbot features that ensure your move to AI assistance is a success..
According to the 2022 Digital-First Customer Experience Report, 52% of surveyed consumers said they prefer online chat assistance, but only 31% of businesses offer chat support..
The ongoing aftereffects of the pandemic, massive political disruption, and the spiraling cost of living crisis are combining to only make it more challenging to meet customers’ needs. Andy Wilkins explains..
Voice is the fastest form of human communication and has long been the backbone of the customer service industry. Now, with the development of voicebots the power of voice is reaching new heights..
The rise of automation in customer service has become more prominent within many industries. But along with the positives and time saving tasks it can provide, it can also prove to be a deterrent for its users..
Jen Snell, VP Go-to-Market (GTM) Strategy, Conversational AI at Verint explains why its time to move from robotic chatbots to those capable of true contextual conversations..
The best chatbot initiatives start with good planning. Magnus Geverts at Calabrio shares his top tips for an automated assistant strategy for improved employee and customer satisfaction..
Together with a comprehensive knowledgebase, many businesses are beginning to utilize chatbots. If you are still undecided, here are some of the main pros and cons of using chatbots for your business..
Like omnichannel customer journeys, chat apps have been around for a number of years. However their use has now extended from personal messaging to business-to-consumer communication..
Sarah Al-Hussaini, Co-Founder and COO of Ultimate.ai, explains why chatbots must be part of the customer journey if their full potential is to be realized..
Bots, and the underlying AI that drives them have become increasingly popular in many Customer Experience and contact center circles and for good reason..
Here we take a look at some simple ways you can ensure your customers will love your contact centre’s chatbot, rather than loathe it!
Malene Wessel believes chatbots can boost a company’s customer service, taking over some of the most simple and frequent types of customer contacts..
When it comes to customer service chatbots, today’s online shoppers have trust issues. Lior Bachar shares his ideas on how to build that trust by making chatbots smarter..