British Businesses say Customers Swear at Chatbots!
Over half of British businesses surveyed say customers swear at chatbots – yet younger generations surveyed use them to answer…
Chatbots
Why now is the Time of the Contact Centre Chatbot
Why now is the time of the contact centre chatbot By Steve Murray, Solutions Director, IPI The effects of the…
Would you Hand Over Data to a Contact Centre Chatbot?
Trust and Ethics: Building Transparency and Customer Confidence in AI Are our bank accounts secure? Are our homes secure? Are…
Call Deflection: Keep Customers & Agents Sane in Peak Periods
Call deflection: how to keep your customers and keep your contact centre agents sane in peak periods Cathal McGloin, CEO…
AA Ireland put Chatbots in Driving Seat
AA Ireland puts AI-powered chatbots in the driving seat of customer engagement AA Ireland was founded in 1910 to provide…
IPI implements AI chatbot for Northern Ireland Water
IPI implements AI chatbot for Northern Ireland Water Part of digital transformation strategy to enhance customer experience within utility company…
How Contact Centres Interact with Customers To Change Forever
The way contact centres interact with their customers is about to change forever In an era where technology is becoming…
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…
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…
Machines Are Great, Contact Centre Agents Are Better
Machines Are Great But Contact Centre Agents Are Better suggests Patrick Russell, Product Innovation Marketing Manager at Talkdesk. The promised…
Stena Line Launch Smart Contact Centre Chatbot
Stena Line is in the process of launching the smartest chatbot into the ferry market. Stina will help make the…
What Role will Chatbots Play in Contact Centres in 2020?
Interesting times are ahead as contact centres cut through the jargon, dispel the myths and embrace new AI technology to…
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…
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…
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…