GUEST BLOG: Chatbots – should we believe the hype?
By James Rein, Senior Account Manager, Adexchange Probably, yes. If you’re responsible for a contact centre and find your advisors listlessly answering the same, simple, non-specific questions every day then read on – a chat bot is likely to have a big impact on the efficiency of your operation. ‘In 2015, Swedbank achieved a 78% first […]
WHITEPAPER: Robots replace advisors – Fact or fiction?
80% of the cost in a contact centre is its unhappy agents. So if the burden can be reduced on them with AI, then you will also be able to reduce attrition costs, while boosting employee engagement and tenure. Unsure how to deploy chatbots and AI in the contact centre and of how they fit […]
Puzzel announces new chat bot functionality and GDPR readiness
Puzzel has announced new functionality in the latest release of its cloud-based contact centre solution, designed to extend the system’s multi-channel capabilities and help organisations to meet important changes in EU data protection legislation. Users are now able to integrate third party or Puzzel’s own Chat bots directly into their core contact centre solution to […]
Quarter of all customer service operations will use virtual assistants by 2020
Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017, according to Gartner. Speaking at of the Gartner Customer Experience Summit in Tokyo, Gene Alvarez, the company’s managing vice president, said more than half of organisations […]
Microsoft launches Dynamics 365 AI Solutions for customer care
Microsoft has used its Ignite conference to unveil several products aimed at making Artificial Intelligence (AI) more accessible to organisations, developers and individuals. The company has been using its chatbot solution for its own customer care in the US since earlier this year, with the virtual agent handling 650,000 sessions per week. Now Microsoft is […]
