Only 8% of B2B & B2C customers used a chatbot during most recent customer service interaction
Only 8% of customers used a chatbot during their most recent customer service experience, and of those just 25% said they would use that chatbot again in the future. New research from Gartner suggests that despite customer service and support leaders’ growing focus on chatbots, customer use of them remains low, suggesting they don’t consistently […]
Daktela enhances its automated chat functionality with Coworkers.ai acquisition
Daktela has acquired Coworkers.ai, with the technology set to be integrated into its software by the end of this year, enhancing the company’s existing chatbot capability and enabling businesses in the UK to deploy complex automated chat solutions in their customer communications. Coworkers.ai are intelligent virtual assistants that use contextual AI. This means they understand […]
Brands moving to digital interactions ‘leaving older consumer behind’
Older consumers are being left behind when businesses digitise their customer facing operations, requiring organisations to take a more thoughtful approach to their digital engagement to ensure inclusivity. Findings in research by Twilio reveal that while UK consumers over 65 hold significant digital shopping power, with 76% relying on online shopping, only 12% feel understood […]
INDUSTRY SPOTLIGHT: eGain customer engagement solutions
By eGain eGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world. To find out more about eGain, visit http://www.egain.com.
Why should you think about Chatbots?
By mGage Chatbots are nothing new, having first been introduced in the 1960’s in the form of a computer programme called ELIZA. This programme laid the framework for what chatbots would become, a computerised conversational tool. Today chatbots have become much more common in everyday usage and for many businesses it’s become an essential part […]
GUEST BLOG: What role will Chatbots play in 2020?
Interesting times are ahead as contact centres cut through the jargon, dispel the myths and embrace new AI technology to serve customers and agents. Colin Hay at Puzzel takes a closer look at the top three uses for Chatbots… This time last year, Gartner predicted that Virtual Customer Assistants (VCAs) or Chatbots will dominate the […]
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 […]
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 […]
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 […]
