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Chatbots evolved: the new call center AI for customer support

Chatbots evolved: the new call center AI for customer support

by Amit Unadkat | Jan 13, 2020 | Insight

6-minute read Quick summary: How advanced uses of call center AI are helping organizations improve customer loyalty, reduce per-contact costs, and decrease call center attrition rates The evolution of AI customer service bots into intelligent virtual assistants (VAs)...
Messaging Employee Experience: Strategies for Impact

Messaging Employee Experience: Strategies for Impact

by Lionel Bodin | Sep 17, 2019 | Insight

A great customer experience starts with an outstanding employee experience. In fact, companies with highly engaged employees actually outperform their competitors by 147%. For new hires at your company, starting their new job can be many things: invigorating,...
Virtual Assistant Solutions: Restructuring Customer Support

Virtual Assistant Solutions: Restructuring Customer Support

by Lionel Bodin | Jul 30, 2019 | Insight

4-minute read Chatbots have many potential benefits, and companies are integrating them at unprecedented rates, forecasting lower customer care costs, faster response times, and explosive growth—but only with a well-planned virtual assistant. The role of customer...
Using change management to integrate chatbots and messaging

Using change management to integrate chatbots and messaging

by Allison Todd | Apr 30, 2019 | Insight

6-minute read Companies are beginning to use tools like chatbots in record numbers, supplementing voice conversations and augmenting customer service processes. As with any big change, it’s important to have a plan in place to ensure smooth adoption. Digital...
How automation lowers the cost of training and customer support

How automation lowers the cost of training and customer support

by Lionel Bodin | Apr 23, 2019 | Insight

3-minute read According to IBM, “265 billion customer support requests are made every year, and [servicing these requests] costs businesses a whopping $1.3 trillion.” That’s a daily average of over 726 million requests. While no single company is responsible for...
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