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 […]
Top mistakes businesses make with AI in the Contact Centre – And how to avoid them
By Enghouse Interactive There is a great deal of discussion in the marketplace regarding robots and artificial intelligence (AI) and their future role in the contact centre. Much of this is hype. A lot of people are talking hypothetically about what robots might do in a customer service context. Fewer are using a truly AI-driven […]
5 Minutes With… Frank Sherlock, VP International, CallMiner
As part of our ongoing customer care executive interview series, we sat down with Frank Sherlock, VP International at CallMiner, to talk about its latest solutions, Brexit, AI, industry trends and what we can expect from 2019 and beyond… Tell us about your company, products and services. CallMiner empowers organisations of any size to extract […]
UK insurance contact centres ‘battle 60% rise in call duration’
UK insurance companies expect to make significant investments in AI-enabled web chat, automated customer identification and interaction analytics technology within the next two years. A survey of over 200 UK contact centres undertaken by ContactBabel shows that insurance operations expect their use of web chat to grow from 44% today to 94% by the beginning […]
Digital channel use gaining ground – and it’s not because of AI Chatbots
Use of digital channels by consumers to contact brands is gaining ground on more traditional methods, with email doubling and chat tripling among US consumers in 2018, according to a new study. However, the research by NICE inContact also found that use of “automated assistants” or chatbots by consumers for recent service interactions is still […]
AI customer service specialist Afiniti raises $130m, is valued at $1.6bn
AI in customer service is hot right now, as illustrated by the fact that Washington DC-based Afiniti just raised $130 million in Series D funding, valuing the company at a whopping $1.6 billion. Privately-held companies with a valuation of more than $1 billion are extremely rare, and it’s expected that the firm will complete an […]
