The Power of AI to Reduce Contact Centre Costs
Harnessing the Power of AI and Machine Learning to Reduce Contact Centre Costs The concepts of artificial intelligence and machine…
Artificial Intelligence
AI: Turning the Contact Centre into a Revenue Engine
AI: Turning the Contact Centre into a Revenue Engine – Paul Lasserre, VP, Product Management, Artificial Intelligence, Genesys Digital channels…
AI is Transforming Contact Centre Agent Performance
It’s no secret – artificial intelligence is transforming contact centre agent performance says Ricardo Solano, Solution Lead at Genesys “The…
Inner Circle Guide AI & Chatbots in Contact Centres
The Inner Circle Guide to AI, Chatbots & Machine Learning in the contact centre “The Inner Circle Guide to AI,…
Market Report: Contact Centres and the Use of AI
Contact Babel has published its latest report entitled, “The Inner Circle Guide to AI, Chatbots and Machine Learning” looking at…
5 Components of an Emotional Intelligent AI Contact Centre
How can we ensure the success of customer engagements in the contact centre in this rapidly evolving digital world? Johan…
Consumers Increasingly Comfortable With Human-Mimicking Robots
Consumers becoming increasingly comfortable with human-mimicking robots in customer service, says new Aspect Software research but findings also indicate strong…
Retailers Invest in AI to Attract Online Shoppers
71% of retailers invest in AI to attract online shoppers this Christmas as in store sales drop to their lowest…
Will AI Eliminate Humans in the Retail Contact Centre?
Will AI Eliminate Humans in the Retail Contact Centre asks Susannah Richardson | Marketing Director for IFS Field Service and…
Genesys Create 200 Jobs at Global AI Centre of Excellence
– Genesys creates 200 new tech jobs in Ireland, establishes global artificial intelligence centre of excellence – New Genesys office…
Brands Failing to Listen To Voice of the Customer
Brands failing to listen effectively to Voice of the Customer, Eptica research finds While over three quarters (78%) of brands…
Chatbots – Separating the Reality from the Hype
Like flying cars and hoverboards, we were told chatbots would be everywhere by now. As voice still accounts for the…
What’s Happening with AI in the Contact Centre?
Visit any typical contact centre today and one thing is constant: the sheer number of people involved. Visit any modern…
Siri, How Can Voice Technology Transform My Company?
Siri, how can voice technology transform my company? What will enterprise automation look like by 2019? Rodney Hassard, Global Director…
Introducing Conversational AI in the Contact Centre
What happens when your contact centre is ready to stop talking about chatbots or conversational AI and wants to move…
Ensuring the ROI of Adding Artificial Intelligence
Adding artificial intelligence to the contact centre is an important decision that involves a significant investment of time, money, and…
Top Tips for Deploying AI in Your Contact Centre
Top Tips for Deploying AI in Your Contact Centre – Jonathan Sharp, Director, Britannic Technologies Artificial Intelligence (AI) has been…
Most Customers Hate AI & Chatbots for This Reason…
There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions.…
Why have humans who sound like robots?
Emotional intelligence is a vital element to understanding customer needs, Colin Hay VP Sales at Puzzel, explains how contact centres…