Technology Tools for Enhanced Customer Service

Technology Tools for Enhanced Customer Service

6-minute read Consumers’ expectations of the customer service experience have been rising steadily for the past several years—and the escalation continues. In a recent survey by Microsoft, 55 percent of consumers said they have higher expectations of customer...
Enhancing Customer Service with Virtual Agents

Enhancing Customer Service with Virtual Agents

3-minute read Quick summary: How customer service AI in the form of virtual agents for customer service that benefit customers, customer care agents, and the business. Note: This article is an update to “Using conversational AI to improve your business”...
How process mining accelerates RPA implementations

How process mining accelerates RPA implementations

As robotic process automation (RPA) continues to attract attention for its cost-saving and productivity-boosting benefits, more organizations are realizing that RPA implementation is one part of a larger automation journey. To gain the process intelligence needed for...
RPA: Choosing the Right Processes for Automation

RPA: Choosing the Right Processes for Automation

6-minute read As the spread of coronavirus continues to disrupt business and personal life throughout the United States, customer inquiries are flooding into call centers across industries, from travel to finance to telecommunications, a huge spike in the need for...