Customer Service

Customer support has become increasingly important, with 88% of buyers saying the experience a company provides matters as much as its products or services. About 72% of customers demand immediate service and nearly 70% expect anyone they interact with to have full context. However, this level of customer care is expensive, leading business leaders to look into AI for higher … Read more... about The Future of Customer Support: How AI is Boosting Capacity, Performance, and Satisfaction

After enjoying years of steady growth, your business suddenly sees your customer satisfaction scores sinking. What happened?

When you investigate, you find that your customer support team is simply not keeping up with the volume of requests that they’re receiving. Customers have to wait two or more days for a first response, and they’re voicing their discontent in growing … Read more... about 11 Powerful AI Tools You Can Use To Upgrade Your Customer Experience

As part of our AI For Growth executive education series, we interview top executives at leading global companies who have successfully applied AI to grow their enterprises. Today, we sit down with Rachael Rekart, Director of Machine Assistance at Autodesk, a software firm that provides specialized software for the architecture, engineering, construction, … Read more... about Automating Customer Support With Human-Like Virtual Agents (Interview with Rachael Rekart of Autodesk)

As part of our AI For Growth executive education series, we interview top executives at leading global companies who have successfully applied AI to grow their enterprises. Today, we sit down with Dr. Rob F. Walker, VP of Decisioning & Analytics at Pegasystems, a technology leader in cloud software for customer engagement and operational excellence.

Dr. Rob F. … Read more... about Driving Customer Engagement and Transparency With AI (Interview with Rob Walker of Pega)

Adelyn, Marlene, and I had the honor of being invited to speak at CES 2018 about our book, Applied Artificial Intelligence: A Handbook For Business Leaders. Other authors featured in our cohort this year included John Grisham and Stephen Wolfram. In the past, Deepak Chopra and Alexis Ohanian have spoken on stage about their work.

Geez, no pressure...

By 2020, Customer Experience is predicted to overtake product and price as the number one differentiator among businesses. Companies wishing to stay ahead are taking note and increasingly turning to artificial intelligence (AI) to meet consumers’ growing demands. According to a recent study by Oracle, nearly 8 out of 10 businesses have already implemented or are planning to … Read more... about How AI Redefines Customer Service

Good things come to those who wait, but sometimes you have to ride out rainstorms to get your rainbows. In 2011, Facebook launched its Messenger platform and people gladly hopped in, forming an active community of around 600 million chatty humans by 2015. In April 2016, the social network opened Messenger to chatbots, conversational software programs driven by algorithmic … Read more... about From Gloom to Glam: The Evolution Of Facebook Messenger Chatbots

The world’s fastest supercomputers reside in China, not America. And, while the majority of the planet’s most valuable tech brands still carry Uncle Sam’s imprint, Chinese rivals tread not far behind. Alibaba, Tencent, Baidu, Xiaomi, and Huawei are just a few of the massive brands across the Pacific that rival the unicorns in Silicon Valley.

In the emerging and … Read more... about The Most Successful Bot Company You’ve Never Heard Of

As automation becomes the best way to handle a growing business without the accompanying growth in customer service costs, increasingly more enterprise software vendors are entering this space. This diverse array of providers, from start-ups to large enterprises, can be categorized based on these 8 main offering types:

Contact Center Software

Providers in this … Read more... about 8 Different Types Of Customer Service Automation Technologies