AI and Robots Hold Key to Transform Customer Service
AI and Robots Hold the Key to Transform Customer Service – But Senior Decision-makers Still See Cost-cutting as Main Driver…
Chatbots
Calls Show Why Consumers Prefer Contact Centre Agents
Ten Heart-Warming Calls Show Why Consumers Prefer Human Contact Centre Agents over Bots Leading customer experience provider Webhelp asked 8,000…
Chatbot Reduces Contact Centre Calls By 25%
An online chatbot has helped reduce the number of telephone queries about bin collections by 25 per cent, freeing up…
Siri, How Can Voice Technology Transform my Contact Centre?
Siri, how can voice technology transform my contact centre? What will enterprise automation look like by 2019? Rodney Hassard, Global…
Your Chatbot Still Needs the Human Touch
Your chatbot still needs the human touch in the contact centre according to Matt Dyer, Head of Consultancy at Sabio…
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…
Consumers Aren’t as Opposed to Bots as You Might Think
When it comes to getting the best customer service, new Genesys research shows 71% of consumers say a human is…
Is A Human Touch Needed With Contact Centre Automation?
More and more of everyday life is becoming automated through developments in artificial intelligence (AI), making interactions with “robots” a…
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…
ChatBots & AI – Is there really a place for them in Contact Centres?
ChatBots & AI – Is there really a place for them in Contact Centres? Hype or reality the world is…
6 Best Uses for Chatbots in a Contact Centre
The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they are here to steal…
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….
Balancing Agents & Bots in your Retail Service Experience
One of the greatest stumbling blocks for organisations is the transition from an AI-based interaction to live agent assistance. When…
Chatbots & AI are Here to Stay in Your Contact Centre
Chatbots and AI are Here to Stay: Learn How to Use Them in Your Contact Centre Businesses are realizing that…
Puzzel Launch Chat bot functionality and GDPR readiness
Chat bots are creating new opportunities to expand and improve customer interactions and Puzzel’s latest release is designed to make…
Aspect Software: Complete a Survey and Win an Amazon Echo
Be in with a chance of winning an Amazon Echo Dot just by completing an online Survey courtsey of Aspect…
Ready to Make Friends with Contact Centre Chatbots?
Making friends with Contact Centre Chatbots – It’s suggested that we make friends with Chatbots because they never sleep. What…
Using Chatbots In The Contact Centre Environment
VoiceSage’s John Duffy looks at the discussion that came out of a recent customer contact practitioners’ event on how best…
Aspect CXP 17 Makes Chatbots and IVR Fast and Simple
Aspect Software’s Aspect CXP 17 Makes Development of Customer Service Chatbots and Modern IVR Fast and Simple Aspect Software have…