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 […]
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 […]
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 […]
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 […]
UK customers now contact brands nearly half a billion times every month
Research has highlighted the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies – estimated at £1.227 billion. The average UK consumer now contacts organisations nine times per month, according to research undertaken as part of the 2018 Eptica Customer Experience Automation Study. Across the […]
GUEST BLOG: From reactive to predictive – The AI-driven service revolution
By Salesforce Imagine you run a busy Manchester hotel. Your elevators carry hundreds of guests up and down every day. Unexpectedly, a maintenance engineer turns up. The manufacturer’s AI sensed an abnormality in your equipment and triggered a case in their field service management software. They fix it before anything actually goes wrong. This is […]
GUEST BLOG: Ensuring the ROI of adding Artificial Intelligence
By IFS | mplsystems Adding artificial intelligence to the contact centre is an important decision that involves a significant investment of time, money, and resources. Because of this, when an organisation is ready to implement AI, it’s absolutely critical to identify how and when the new technology will deliver a return on investment. There are […]
GUEST BLOG: Most customers hate AI & chatbots for this reason…
By IFS | mplsystems There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, ability to capture robust customer insights, and efficiency in handling contacts make it a very attractive investment for contact centre leaders. Customers realise […]