Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events

Posts By :

Guest Post


960 640 Guest Post

At ContactOne we believe in creating more successful conversations by using true multi-channel / omni-channel engagements that enable business-to-consumer (B2C) organisations to communicate with their customers via the customers’ channel of choice.

Customers want to engage with a contact centre through their media of choice without unnecessary repetition of previous conversation elements…just one conversation across all interactions. Our advanced agent workplace does just that allowing the agent to view the whole, threaded conversation, along with the notes made during each communication. Consistent engagement across all media, along with sophisticated routing and a blended, universal queue makes it easier to upskill agents from a single media to interactions spanning all channels. Our platform includes all major channels including Voice, Email, Webchat, SMS, Facebook, Twitter and Trustpilot.

Contact centre managers want extensive, real-time information, with scheduled email reporting on daily, weekly and monthly trends. With a wide range of widgets our platform delivers data in a clear digestible format enabling contact centre managers to easily create, and share, real-time analysis wall boards to show information in a way that’s relevant to their business needs

Supervisors need basic information about calls in progress, contact centre / agent performance and real-time agent availability. Our supervisor dashboard widgets show this information and much more. They are optimised for the needs of the contact centre supervisor and, like the analysis widgets, can be combined by the supervisor to show the exact information required. Supervisors can even listen in on agent conversations and assist by whispering to the agent during the conversation if necessary.

Understanding what your customers think is a key element of the modern, B2C contact centre, which is why ContactOne’s Contact Centre platform incorporates both a CSAT module for real-time Voice-of-the-Customer (VoC) feedback along with a Monitoring and Engagement module for Social Media (Facebook, Twitter etc.) and Review sites such as Trustpilot and FeeFo.

Find out how ContactOne can help you have more successful conversations, contact us via phone 0330 880 4444 or email for a free demonstration of our Contact Centre platform.

Company Website:

Contact Centre Automation: Best Practices for 2020

960 640 Guest Post


With the digitisation of contact centre operations, the status quo is being upended. Technological advances in robotic process automation (RPA), AI, and machine learning (ML) are literally changing the face of customer care.

However, just because you can automate something in the contact centre doesn’t mean you should. To know which tasks to turn over to artificial intelligence and a machine is a challenge. One must balance core service goals with digital worker capabilities and provide exceptional customer experience.

Learn more about contact centre automation best practices – download TTEC’s white paper, Thoughtful Contact Centre Automation Transforms Customer Care.

WHITE PAPER: How AI Improves Customer Experience

960 640 Guest Post

By CallMiner

Artificial intelligence is being used in many ways to improve customer experience, and innovative new use cases are emerging all the time. Enterprises must reimagine their operations, with automation and AI at the center of their strategy.

This paper provides an overview of artificial intelligence, explains how AI fits into the spectrum of technologies used for managing contact centers operations and efficiencies both on the agent and customer side, how speech is a gold mine for data, and identifies the leading use cases that are delivering customer experience and stronger business value through customer engagement analytics.

To download the white paper, click here.

3 Strategies to Connect the Experience – Get the QuandaGo eBook

960 640 Guest Post

Looking for insights on how to take your customer engagement to the next level? Get strategic guidance on how to connect the experience for your customers, agents and company with QuandaGo—The Connected Experience Platform.

See the common causes of today’s CX disconnect, and how to overcome them by bringing your customer interactions, company knowledge and business processes together in a single place. 

Empower your employees and customers with just the right information at just the right time. Automate tasks and workflows with AI. Drive greater efficiency and accelerated results by connecting the contact center into the back office—and across your business. 

Get the free eBook here today!

Banking on security: Keeping customer data secure in financial services

960 641 Guest Post

Simon Hill, Legal & Compliance, Certes Networks

The protection of sensitive data in line with regulations, both for banks and other financial services organisations, is currently a big challenge.

The way these organisations operate has changed dramatically in recent years, due mostly to the fact that financial institutions are not only heavily regulated by data privacy requirements, but they are also under mounting pressure to be open to consumers and businesses about how they are protecting their data from potential breaches.

The increasing expectations of consumers means that banks and financial institutions are trying to achieve a balancing act: how can they protect data privacy, while at the same time remaining transparent about how data is being protected?

However, it doesn’t have to be a play-off between meeting these customer expectations and meeting cyber security and compliance requirements: banks and financial services organisations can utilise technology to the fullest extent while still protecting data. 

The balancing act 

To achieve this balance, banks and financial services organisations need to take control of their security posture and assume the entire network is vulnerable to the possibility of a cyber-attack. Robust encryption and controlled security policies should be a central part of an organisation’s cyber security strategy.

Through generating and defining policies, network policy enforcement allows organisations to ensure that only authorised applications and users are communicating with one another, while enabling them to meet their own governance, security and compliance requirements. 

Rather than waiting for a cyber-attack to happen, new technology tools are now available to gain a deeper understanding of policy deployment and analyse every application that tries to communicate across the network, all the while monitoring all traffic and limiting the pathways potential threats can travel. 


Banks and financial services organisations should not have to worry about keeping data secure and protected. Adopting new ways of thinking about how these organisations can strengthen the protection of data requires well-defined policies, strict key assignments and authorisation of who sends and receives data.

But, most importantly, the ability to enforce policies to better monitor and observe applications and suspicious activity on the network will require sophisticated technology and tools that are currently available today. 

GUEST BLOG: Demystifying Data Subject Access Requests

960 640 Guest Post

One year on from the introduction of the General Data Protection Regulation (GDPR) and it is becoming clear that when it comes to Data Subject Access Requests (DSAR), organisations are confused regarding a desire to balance the rights of an individual with the needs of an organisation, John Potts (Head of DPO DSAR and Breach Support) GRCI Law, outlines the essential processes that companies must put in place to avoid falling foul of DSAR breach.

GDPR Misunderstanding

While subject access requests were in place under the Data Protection Act 1998 (DPA), growing personal data awareness has resulted in a significant spike in DSAR activity – and there is a degree of resentment regarding the way individuals are now using these new data rights. However, whether a business feels the DSAR is justified is in the main irrelevant: it is the law. Companies have a legal requirement to comply with a DSAR within one month – or face the wrath of the Information Commissioner’s Office (ICO), and a potential enforcement action which could mean a fine, it will always impact on the reputation of the organisation.

This deadline applies for any DSAR, whether it is created internally or externally. Indeed, a significant proportion of the rise in DSARs is in support of employee grievance and tribunals. Many employment lawyers will now typically file a DSAR for the relevant period(s), as part of any case – whether it is an employee fighting dismissal or filing a complaint against a colleague. Companies, therefore, need to recognise that in such cases these individuals know exactly what information the DSAR should include, whether that is an email trail or meeting notes. Don’t fall into the trap of overlooking the DSAR simply because a tribunal is underway: the right process must be in place to respond to every DSAR irrespective of who makes the request or why.

As such, it is essential to put in place a process for immediately recognising a DSAR. Individuals can make requests via any medium, from Twitter to email and letter. Fail to respond within the deadline, for whatever reason, and the individual can raise a complaint with the ICO, which will then investigate. In addition to ensuring DSARs are not overlooked for any reason, a company also needs a smooth escalation process and at least one individual trained to respond to the DSAR.

Exemptions and Third Party Data

While the majority of DSARs are simple, organisations will face some that raise questions. The way third party data is handled, for example, can be a minefield. Many companies believe it is simply a case of going through all the relevant data and redacting any names other than that of the individual that has made the request. That is not the case.  

For example, if ten people were in a meeting and one of those makes a DSAR, there is no point redacting the names of those other nine individuals – everyone knows they were in the meeting. However, this approach cannot be applied to CCTV records, for example. An individual may accept the existence of CCTV in a nightclub, but that does not provide implicit agreement that their presence can be shared in a response to someone’s DSAR. Or take a police custody suite: even if faces are redacted, background conversations could infringe individual rights. When it comes to third party data, DSARs will have to be considered on a case by case basis, there is no blanket response.

Furthermore, there are a number of exemptions that can be applied to DSAR, including Legal Professional Privilege (LPP) for information exchanged between an individual and legal representative, as well as information relating to company finances or national security. The ICO will look at each exemption on a case by case basis and it is therefore essential to ensure each DSAR is annotated with the relevant exemption.


Failure to respond quickly to a DSAR is not going to automatically incur the huge fines associated with data theft. However, it is still a breach of GDPR and the ICO is not going to go easy on organisations that fail to put in place the right processes. DSARs are becoming a fact of life for every organisation; individuals know their rights and, as the rise in employee grievance inspired DSARs reveals, they are actively looking to use the new legislation to support their cause. 

For any organisation process is key: monitor all incoming communication channels for DSARs and escalate quickly, the clock starts when the company receives the request. Put in place good professional support for any complex cases that may require exemption or redaction. And, critically, think hard about data retention strategies. The whole aim of GDPR is to make companies consider their data resources and move away from storing data for the sake of it. Only retain data that is relevant and you have a lawful reason for processing put in a place a retention policy with strong methods for recording, extracting and redacting if needed. 

Image by fancycrave1 from Pixabay

GUEST BLOG: Whose data is it anyway? GDPR and the problem of data ownership

960 640 Guest Post

By Tony Pepper, CEO, Egress Software

“GDPR is the new Y2K” was a phrase I heard multiple times during the first 12 months since its implementation. As the ICO continued to work through historical breaches under the Data Protection Act, there was certainly a sense that GDPR was all bark and no bite.

Then its first anniversary was quickly followed by the ICO issuing intentions to fine British Airways an incredible £183.39m and Marriot nearly £100m. With this move, the ICO reminded CISOs and their boards that they are indeed operating in a new era of data protection and compliance, and GDPR moved back up the agenda once more. 

Yet despite this, we don’t go a day without a new breach hitting the headlines – and the impacts are only getting more significant. The latest ‘Cost of a Data Breach’ report from Ponemon and IBM shows the average cost has increased 1.5 per cent to $3.92m. 

Stemming this tide is the problem all CISOs are working to solve – but if measures to date have had limited impact, where should they look next to achieve this? A clear understanding of why data breaches are happening is the logical place to start, however when employees are involved, this is never a straightforward issue. 

Understanding the ‘why’ around data breaches 

Much analysis has been carried out into the types and frequency of data breaches, but there has been little focus on why they are happening. When considering cyberattacks and malicious data breaches, we can quickly attribute motivations to factors such as financial gain (including ransom), political affiliations, competition and sabotage, or emotions (for example, anger). To most people, the link between these motivations and subsequent actions make sense, much in the same way that physical theft might do. 

When we consider non-malicious insider data breaches caused by staff, the problem becomes layered with complexity that’s difficult to untangle and resolve. Yet only when we understand more clearly the why behind these breaches, can we reduce their likelihood and impact. 

At Egress, we looked into this topic with independent research company Opinion Matters. Our survey of over 500 CIOs and IT leaders in the US and UK found that nearly all of them (95 per cent) are concerned by insider threat and most believe employees have put data at risk in the last 12 months either accidentally (79 per cent) or maliciously (61 per cent).

We also surveyed over 4,000 employees and found that they paint a very different picture: 92 per cent said they have not accidentally leaked data in the last year, while 91 per cent said they had not intentionally leaked data. 

Such a contrast clearly demonstrates that to some degree, employees are either unwilling to admit to causing data breaches or unaware that they have caused one.  

The issue of unknowingly causing data breaches is a nuanced discussion. It’s not simply a case of, say, never becoming aware that they’ve emailed sensitive data to the wrong person; it also includes whether employees feel like they have a right to the data in the first place, and therefore by removing it from a secure environment, they don’t realise that they’ve caused a breach – for example, exfiltrating customer lists when moving onto a new company. 

Our research found that almost one-in-three employees (29 per cent) believe they have ownership over the data they have worked on for a company and that 60 per cent don’t believe the organisation has exclusive ownership over the data.  Interestingly, those aged 16 – 24 were actually less likely to think the organisation has exclusive ownership (33 per cent), while those aged over 65 were more likely to think so (51 per cent).

The problem of ethics and ownership

Awareness and education are a favourite starting point for tackling non-malicious insider breaches. A solid foundation of cybersecurity awareness does help to reduce negligent or inadvertent instances by championing good practices. Employees can also be challenged and re-educated on the subject of data ownership, for example explaining what needs to remain with the organisation when they leave. These educational measures should also be highly targeted to the current workforce age ranges within individual organisations. In a time where digital natives, such as millennials and Generation Z, have grown up with prevalent sharing on social media and a sense of ownership around what they produce, this problem is likely to be exacerbated in these employees. 

Yet education alone won’t turn the tide of data breaches, as it can’t prevent reckless behaviour or be able to stop all inadvertent breaches – after all, people are always going to make mistakes!

How technology can reduce breaches

When respondents who acknowledged to causing a data breach were asked how this happened, our research found that accidental leaks were caused by: rushing and making mistakes (48 per cent), working in a high-pressure environment (30 per cent), and tiredness (29 per cent). Two of the top causes of intentional breaches were not having the tools required to share data securely (55 per cent) and taking data to a new job (23 per cent).

This insight helps us to understand the role technology needs to play in preventing data breaches. Advances in machine learning and graph data base technologies have made it possible to identify when people are about to accidentally or intentionally leak data – warning users and administrators in real-time that a breach is occurring, and even preventing the release of certain data altogether.

The use of this technology can not only reduce the likelihood of a data breach but also significantly reduce the impacts should a breach occur. The ‘Cost of a Data Breach’ study shows that use of security technologies such as encryption and DLP were associated with lower-than-average data breach costs. In particular, encryption had the greatest impact, lowering the cost by $360,000 on average. What’s more, security automation that leveraged technologies like machine learning and analytics on average reduced the cost of a data breach by an impressive $2.5m.

Not another Y2K

For those of us operating in cybersecurity on a daily basis, it’s impossible to be ignorant of GDPR and its impacts. This awareness inevitably dilutes the further we get from CISOs and their Security Teams, but GDPR doesn’t make this distinction: good data protection practices are non-negotiable.

As research has shown, there’s no one silver bullet to turning the tide of data breaches, particularly those caused by employees and the complexities they bring to this problem. But GDPR has emphatically proven it is not another Y2K – and CISOs need to keep educating and equipping employees to prevent non-compliance. To do this, CISOs need to address the motivations and problems staff have when sharing data – and when they don’t have confidence that people will make the right decisions, they need to look to the latest technologies to do this on their behalf.

GUEST BLOG: Creating an environment that motivates millennials

960 640 Guest Post

By Nazma Quarban, Chief Revenue Officer, Cognism

By 2025, 75% of the global workforce will be made up of millennials; a shift that businesses need to prepare for in order to attract and retain workers.

Forget about the misconceptions, millennial employees can be just as hardworking, spirited and loyal as any other generation; it’s all about how you motivate them. 

As the race is on to captivate their attention, many companies are asking the same question: how can you harness the skill and determination of millennials and create a culture that inspires them to succeed? Cognism’s Chief Revenue Officer, Nazma Quarban, looks at how companies can foster a culture where millennials can thrive and talent is retained. 

  1. Become a mentor

Traditionally, the manager-employee relationship has been centred around achieving the objectives of the business or department. However, managing purely based on performance won’t work with millennials; in order to see the whole picture, companies need to move their focus to development. 

From fostering an open-door policy to setting up regular one to one meetings to discuss both personal and work-related issues, managers should always put personal growth first. Casual conversations can lead to feelings of trust and by becoming a mentor that acknowledges the employee’s strengths, employees become empowered to make their own decisions. It is only then that they will truly learn for themselves.

2. Pave the way for a future 

91% of millennials consider the opportunity for rapid career progression as one of the most important aspects of a job. Ultimately, they want to know that if they work hard, they will reap the rewards. So, making sure encouragement and benefits such as salary and remuneration are in place is key to increased productivity and performance. 

If space is created for people to step up, they will do so. Putting a progression plan in place from the start is the best way to make a millennial employee feel that you, as an employer, prioritise their career growth and advancement. And job titles really do matter; for motivated millennials, a job title reflects their status and success. Giving them a taste of authority will give them a sense of purpose which could help drive company success. 

3. Cultivate a culture 

Millennials want an environment that lets them thrive, but how can companies make this happen? With many millennials fresh out of university, replicating the university environment in the workplace through socialising and collaboration is a great way to engage them.

Creating a business unit which doesn’t feel isolated from other departments and doesn’t have any members of the management team locked behind glass doors, is the first step. Once this roadblock is removed, the workplace feels immediately more inclusive. Solving the problem of diversity through regular collaboration will help build a supportive environment that millennials want to be a part of.

4. Celebrate success

Millennials respond well to a celebratory culture; this shouldn’t just be limited to business success, but inclusive of both team and individual success too. Celebrating milestones such as a great customer review, when a contract is signed, or even their triumphs outside work will give millennials the positive reinforcement to keep achieving. 

One way this works is through company socials and entertainment. Assigning a dedicated budget to host regular activities at work will help blur the line between work and play. Whether it’s team lunches, beer and pizza evenings or even an annual trip away, when people enjoy what they do and who they do it with, they will feel like they have a sense of purpose. 

5. Champion transparency 

Millennials expect transparency and are willing to be transparent in return. Being open and honest in both communications and conduct will go a long way in winning the hearts of millennials. Opening up these conversations and creating an inclusive environment will make them feel a level of value and respect whereby they can impact actual change. 

Giving them the opportunity to innovate and pursue their personal interests in the professional setting is one way companies can keep things fresh and provide them with the opportunity to get involved in the way the business is run. After all, you never know what hidden talents might transform your business. 


Business owners need to realise that it’s no longer about what millennials can bring to the company, but what the company can bring to millennials. Working with millennials needn’t be an obstacle. If organisations invest in them as people and not employees, they will create a happier team, which is inevitably more effective and motivated and set up to succeed every time. Engage with millennials in the right way and there are no limits to what can be achieved. 

Image by StockSnap from Pixabay

GUEST BLOG: Four questions organisations need to ask after a cyber attack

960 640 Guest Post

Cyber attacks are inevitable, but it’s how an organisation deals with them that can make or break their business. Have they got all the answers, and do they fully understand the implications? Can they be sure the attack won’t happen again?

Swift and comprehensive incident response is a critical step to ensuring the future security of a business and protecting its reputation. It’s not enough to be aware that an attack is taking (or has taken) place. There are four key questions organisations need to be able to answer following a cyber security breach – if a single answer is missing, the security team won’t have the full picture, leaving the business vulnerable to impending attacks. Not having this level of insight can also damage an organisation’s relationships with suppliers and affect customer confidence, as it means the business itself is not in control of the situation.

Andy Pearch, Head of IA Services at CORVID, outlines four questions all organisations must be able to answer after a cyber attack.

1. How and where did the security breach take place?

The first step of an effective incident response strategy is to identify how the attackers got in. Quite simply, if an organisation misses this first crucial step, attackers will exploit the same vulnerability for future cyber attacks. Guesswork won’t cut it – any security professional can hypothesise that “it was probably an email”, but security teams need clear evidence so they can fully analyse all aspects of the problem and devise an appropriate solution. 

2. What information was accessed?

Understanding specifically what information was accessed by the attacker is paramount to knowing what impact the attack will have on the organisation. Identifying which departments were targeted or what types of information might have been stolen isn’t good enough; organisations need to be able to articulate exactly which files were accessed and when. Headlines about attackers stealing information are common, but just as importantly, you need to know the scope of the information they’ve seen, as well as the information they’ve taken. Not only will this inform the next steps that need to be taken, and shed light on which parts of the business will be affected, but it will also enable the organisation to remain compliant with legal obligations, for example, identifying if a data breach needs to be reported under GDPR.

3. How can systems be recovered quickly?

Organisations will understandably want to get their IT estate back to normal as soon as possible to minimise damage to their business, service and reputation. If the compromise method is identified and analysed correctly, IT systems can be remediated in seconds, meaning users and business operations can continue without downtime for recovery.

4. How do you prevent it from happening again?

Knowing the IT estate has been compromised is useless without taking steps to make sure it doesn’t happen again. Managed Detection and Response (MDR) is all about spotting the unusual activity that indicates a potential breach. If a user is accessing files they would never usually touch, sending unexpected emails or reaching out to a new domain, for example, such activity should prompt a review. The problem for most companies, however, is they lack not only the tools to enable such detection, but also the time and skills to undertake thorough analysis to determine whether it is a breach or a false positive.

A managed approach not only takes the burden away from businesses, but also enables every company to benefit from the pool of knowledge built up as a result of detecting and remediating attacks on businesses across the board. With MDR, every incident detected is investigated and, if it’s a breach, managed. That means shutting down the attack’s communication channel to prevent the adversary communicating with the compromised host, and identifying any compromised asset which can then be remediated.

Shifting security thinking

Clearly, GDPR has raised awareness that the risks associated with a cyber attack are not only financial, as hackers are actively seeking to access information. Security plans, therefore, must also consider data confidentiality, integrity and availability. But it is also essential to accept the fundamental shift in security thinking – protection is not a viable option given today’s threat landscape. When hackers are using the same tactics and tools as bona fide users, rapid detection and remediation must be the priority.

Image by kalhh from Pixabay

AI: It’s a new dawn, it’s a new day, it’s a new way of customer support and engagement

960 640 Guest Post

With headlines stating that AI will be ‘the death of the contact centre’, it’s understandable that Contact Centre Managers might feel like the world is against them. 

AI-driven technology is not new, in fact people been talking about it since the summer conference at Dartmouth College in 1956, where the attendees became leaders of AI research.With predictions of an AI-first world since 1956, why is that AI-powered technology is causing more and more confusion, hype and fear this decade with trending headlines stating that robots will take over our jobs, causing concern about the long-term impact of AI on the employees?

Well firstly, it’s this shorthand referral to AI that is causing a lot of confusion, hype and fear around this subject.Like computing, it’s hard to distinguish between classifications for AI, the broad term, used to describe the ‘smart’ human-like capability within software such as machine learning, natural language processing, robotics and computational intelligence, which all refer to a wide variety of algorithms and methodologies under AI.

So where does AI fit into the contact centre?

Businesses can no longer afford to rely on archaic siloed channels for customer support and experience. As consumers grow more and more comfortable with messaging, AI applications offer the contact centre some dramatic benefits that stretches way beyond customer support.AI can play a vital role in making better business decisions, many of them positively impacting the customer.

Many brands understand that their customers will expect support across multiple digital channels, regardless of business hours and that site search, static FAQs and info@ email options have become archaic.Businesses must be ‘present’ on their customers’ preferred support channels and respond swiftly, no matter the means customers use to get in touch.

Investing in AI might sound like a daunting task, but it is imperative in our evermore competitive world where businesses need to win the CX war to remain relevant and profitable. For AI to introduce new value and break fresh ground, strategists must take an innovative approach to CX and consider its impact beyond its novelty.

Smallsteps are key to preparing for the ever changing CX landscape.The light in this confusing artificially intelligent world of darkness are that there are ‘modest’ AI-powered solutions that can translate into cost savings, increased productivity and improved customer experience with minimal demands on IT resources.

Commonly known as Natural Language Understanding (NLU) – a machine algorithm to process and analyse large amounts of natural language data to ‘understand’ natural language – it’s easy to underrate the powerful impact this science can have on business processes and the contact centre.

Although human language is extremely complex, full of contextual rules and nuances that we take for granted, the advances in Natural Language Processing today means the complex processing of the NLP system’s back-end is effortlessly encased within a user-friendly interface without requiring users to have technical expertise.

NLU is a supreme AI engine particularly when it’s integrated into services such as conversational Virtual Agents (chatbots), dynamic FAQ self-service, Intelligent Web Form and agent assistance in the contact centre through channels such as Live Chat. can be key to deflecting calls, reducing costs and improving customer satisfaction. Consequently, market movements are already showing strong signs of businesses within a variety of sectors moving towards this type of AI technology to remain applicable and competitive.

How NLU makes sense in the contact centre

NLU can offer a lot more to the modern-day contact centre. As a toe in water into the world of artificial intelligence, when integrated with unstructured data – such as handwritten documents or notes by contact centre agents, text messages, photos and videos – AI-driven NLU can add considerable gains in workplace efficiency.

A contact centre knowledge-base integrated with AI-driven NLU can automate the processes of searching, modifying, and rating knowledge-articles, which could be any of the above-mentioned examples not only saving time in having to manually find information, but a dramatic increase in contact centre productivity. 

It enables new or temporary agents to serve customers almost instantly with reduced training times and access to instant, correct and consistent information over the phone, during a live chat or through email. NLU algorithms often can contextualise information to find mentions of subjects even when the relevant keywords are absent. 

Gartner predicted that in 2019, 20 percent of user interactions with smartphones will take place via virtual personal assistants.

The truth is they were not far off. Advances in text analysis and natural language processing has grown the list of queries that can be answered, and tasks resolved without human interaction. And since 2016, the popularity of using NLU in the form of chatbots to drive sales, qualify leads or to provide customer support, have had analysts forecast that conversational commerce will automate up to 85% of customer interactions by 2020.

Smartphones have changed the way in which people communicate and engage with each other. Messaging apps and social media are driving the exponential growth in the intelligent assistant landscape because it feels intimate and personal, encouraging customer transactions such as buying a product, present targeted promotions and product recommendations based on the customer’s enquiry, profile and history incorporating real-time analytics and business reporting. Bots are unmediated in a way that most digital interface still entirely fails at. 

With an intelligent bot handling high volume, frequently asked questions, your contact centre agents can focus on resolving complex customer issues. Additionally, due to working in the most efficient way possible, bots can handle spikes in customer contact to digital platforms, while dramatically decreasing the volume of physical calls which makes it easier to stay on top of demand and to record interactions on a CRM system or for analytics and training. Given its scalability, a bot implementation is a cost-effective opportunity for business improvement. An affordable, intelligent point of contact that can efficiently respond to an unlimited number of queries with relevant information, any day, any time.

Self-serving answers when customers need assistance across desktop, mobile and social channels is not a new concept anymore. This is not news to enterprises either and most will have incorporated – or are looking to integrate – a powerful intelligent FAQ system into their customer service/experience strategy. And although there appears to be an AI-uncertainty among business leaders, small steps need to be taken towards implementing AI to not get left behind.

NLU’s adaptability and usability make it an ideal first AI step for businesses of all kinds, generating quick win efficiencies in the short run, and more importantly preparing them for more complex AI solutions in the future. Are you ready to take the next step towards AI that can deliver quick-win business results?

Image by Gerd Altmann from Pixabay

  • 1
  • 2