Using Artificial Intelligence to build a great future for CX
AI is already here and it’s revolutionising the way businesses manage their data to transform the customer experience (CX). Henry Jinman, Commercial Director at EBI.AI, says it pays to tread with caution, despite all the success stories and shares his top 3 Tips for before you begin… No longer confined to the realms of science […]
Woven: AI will change way businesses interact with their customers forever
In an era where technology is becoming a more significant enabler, new opportunities are being created for all of us to enrich our lives. In the world of business, this allows companies an opportunity to deliver a level of customer service that until now has not been possible. But it also brings into sharper focus […]
WHITE PAPER: How AI Improves Customer Experience
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 […]
Artificial Intelligence: friend or foe? Seven ways to turn your agents into superheroes
Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. Henry Jinman, Commercial Director of EBI.AI, explores 7 ways to turn your contact centre agents into superheroes using conversational AI. New technology inevitably changes lives. However, rather than fear robots replacing front line customer service representatives it’s time to […]
AI: It’s a new dawn, it’s a new day, it’s a new way of customer support and engagement
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 […]
Do you specialise in AI for contact centres? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in June we’re focussing on Artificial Intelligence. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of Artificial Intelligence […]
AI key to customer service, but performance overrated
Sixty-three per cent of contact centre leaders agree that chatbots and virtual assistants make it easier for consumers to get their issues resolved. That’s according to findings of the second annual NICE inContact CX Transformation Benchmark, a global research study that gauges the changing attitudes of both industry professionals and consumers. NICE inContact polled contact […]
Befriending The Robot: How To Build Meaningful Relationships Using AI
It goes without saying that implementing automation in the contact centre improves customer service efficiency, but how does it affect the quality of your company’s customer relationships? The depersonalising experience of being funnelled down an automated IVR can leave customers feeling undervalued, especially if they have to repeat information given in the queue when their […]
8×8 integrates with Google’s Contact Centre AI
8×8 has announced its integration of 8×8 Content Centre with Google Cloud’s new Contact Centre AI The Google platform combines multiple AI products to improve the customer service experience, as well as the productivity of contact centres. “Contact Centre AI empowers enterprises to use AI to augment and improve their contact centres,” said Rajen Sheth, […]
NICE unveils global ‘Robotic Automation Community’
A new educational platform from NICE aims to provide resources and best practice sharing for customers, partners, system integrators and domain professionals across various industries. With over 550 deployments, 500,000 robots in production and 16 years of RPA experience, NICE says its automation community members now have access to insights on RPA and NEVA (NICE […]
