InMoment XI

FEBRUARY 1, 2024

Spotlight is a comprehensive data analytics tool that integrates and analyzes s tructured and unstructured data using advanced Natural Language Processing (NLP) and AI. Intent Prediction Intent prediction is a crucial component of data analysis, focusing on deciphering the underlying intentions behind customer interactions.

Social Media 260

Social Media Insights Metrics Loyalty 260

TechSee

SEPTEMBER 21, 2023

Generative AI will be transformative for every enterprise. However, today’s early Generative AI solutions lack context, and deliver a poor user experience. These are the keys to unlocking mainstream adoption of Generative AI for service and CX. Using Generative AI should be as natural as chatting with a friend.

Contact Center 109

Contact Center Document Virtual Agent Interaction 109

InMoment XI

JUNE 21, 2022

Next, we started managing experiences, and we recognised that the total experience a customer has is a collection of moments and interactions along their journey. The XI Forum challenged our perspective on the traditional model of listening to feedback and collecting endless data.

Customer Experience 260

Customer Experience Workshop 2022 Events 260

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI in Customer Service will reduce customer wait times and improve overall efficiency.

Customer Service 202

Customer Service Customer Service Representative Contact Center Technology 202

CSM Magazine

APRIL 18, 2024

The landscape of customer service is dramatically changing with the introduction of artificial intelligence (AI), particularly large language models (LLMs) such as ChatGPT. With traditional customer service methods, human agents can only handle a limited number of interactions at once.

Social Media 52

Social Media Customer Service Representative Interaction Customer Service 52

BlueOcean

MARCH 13, 2023

This is the underlying philosophy of our digital customer experience support solutions , driven by AI, machine learning, chatbots, and intelligent self-service. But with ChatGPT in the spotlight, we wanted to bring you a deeper dive into AI in the contact center. Can AI Handle Complex Customer Care?

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. With the advent of generative AI (GenAI) and large language models (LLMs), we are in an era of exponential change. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

BirdEye

FEBRUARY 21, 2024

Artificial Intelligence (AI) is constantly evolving, pushing the boundaries of what’s possible. Google’s new Gemini AI model has notably stirred the tech community, heralding substantial advancements in AI capabilities and generating excitement and caution. Google Gemini vs. BARD BARD is now called Gemini.

2024 59

2024 Document Innovation Demo 59

Win the Customer

DECEMBER 23, 2023

In an era where technology is deeply integrated into customer touchpoints, the responsible use of AI holds immense potential to revolutionize customer experiences. The ethical deployment of AI not only improves customer satisfaction but also fosters trust and transparency. Human Oversight Integrate human oversight into AI systems.

Touchpoint 69

Touchpoint Customer Experience Technology Feedback 69

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

Inbenta

MARCH 13, 2023

The Generative AI platform’s meteoric rise is understandable – a new and transformative AI tool capable of fixing code, responding to questions, writing emails and articles, and everything in between, is now widely available to the public. What benefits can Generative AI bring to customer experience more broadly?

Document 111

Document Innovation Interaction Brands 111

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. Remember that LLMs are generalists.

Document 109

Document Interaction Presentation Customer Centricity 109

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 77

Technology Customer Experience Consulting Insurance 77

TechSee

FEBRUARY 7, 2023

For the first time, early technology adopters can now easily access the latest breakthroughs in Generative AI. Generative AI is a rapidly emerging technology class that automatically creates content, such as code, images, or text. Many wonder how AI will impact their business, team, or operations. Can you tell which?

Innovation 124

Innovation Call Center Contact Center Average Handle Time 124

Retently

APRIL 5, 2024

Key Takeaways A successful in-store customer experience strategy hinges on optimized store layout, interactive elements, demos, and personalized customer service, which all contribute to improved customer satisfaction and loyalty. Hence, in physical stores, the experience is tactile and sensory.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Magellan Solutions

SEPTEMBER 6, 2023

Written by: Janselle Miguel Artificial Intelligence (AI) is more than just a buzzword in today’s digital age. True to this, over half of marketing leaders already harness AI’s potential. Why the AI frenzy? Because AI can do what humans can’t. Yet here’s the real kicker: AI promises an 11.4%

Customer Engagement 98

Customer Engagement Engagement 2023 Social Media 98

Lumoa

DECEMBER 19, 2023

The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software.

Social Media 83

Social Media Feedback Banking Automotive 83

Kustomer

MARCH 19, 2024

An AI-powered agent copilot built on top of our CRM. In today’s highly competitive marketplace, engaging customers and creating meaningful interactions is crucial for business success. Late last year, we introduced KIQ Customer Assist , an AI-powered self-service bot, which has increased efficiency by 45%. How Does it Work?

Metrics 69

Metrics Webinar Interaction Loyalty 69

Beyond Philosophy

JULY 13, 2023

Organizations are making a common mistake with AI. For example, a large telecom company designed an AI system to identify customer churn. The issue was the AI didn’t pinpoint why the customers were leaving. Here’s the thing: AI models are outstanding at predicting customer behavior.

Competitive Advantage 143

Competitive Advantage Workshop Social Media Insights 143

CSM Magazine

SEPTEMBER 26, 2023

Quiq debuts the first AI Large Language Model Powered Assistant, propelling LOOP Auto Insurance to the forefront of customer service innovation with more personalized and efficient interactions. We are at the very beginning of a journey to re-imagine customer service based upon the incredible advancements in AI in the past year.

Insurance 64

Insurance Innovation Contact Center Financial 64

BirdEye

FEBRUARY 23, 2023

Artificial Intelligence (AI) is taking the world by storm, transforming how local businesses operate and interact with customers through digital channels. The rapid development of AI is creating a new era of innovation as companies seek to use technology to stay ahead of the competition and meet the evolving needs of their customers.

Customer Experience 94

Customer Experience Touchpoint Books Social Media 94

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. How Do Businesses Benefit From Chatbots?

2030 94

2030 Virtual Agent Interaction Technology 94

CSM Magazine

MARCH 20, 2024

As machine customers differ profoundly from their human counterparts in how they make decisions and interact, businesses face the challenge of understanding and orchestrating customer experiences that cater to these automated entities.

Transportation 52

Transportation 2030 Automotive Entertainment 52

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. Similarly, AI-powered chatbots mean businesses can offer 24/7 support. Using Artificial Intelligence and Natural Language Processing AI has evolved tremendously in recent times.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Cyara

FEBRUARY 14, 2024

Welcome to the world of bots powered by Large Language Models (LLMs)! Using LLMs significantly reduces the effort involved in building bots compared to traditional conversational AI-based bots, leading to a shorter time-to-market. This simplifies interactions, broadens accessibility, and fosters wider adoption.

Poor Customer Service 76

Poor Customer Service Interaction Customer Satisfaction Presentation 76

SurveySparrow

JULY 31, 2023

AI in market research has become a game-changer, empowering businesses to delve deeper into consumer behaviors, preferences, and motivations. So, let’s get started and unravel the mysteries behind AI’s impact on consumer behavior. AI frees up researchers to focus on the more strategic and creative aspects of their work.

Consumers 52

Consumers Marketing Social Media Innovation 52

Interactions

SEPTEMBER 8, 2023

Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Brands committed to creating exceptional customer experiences have turned to conversational AI solutions like Interactions Intelligent Virtual Assistant (IVA). However, not all AI virtual assistants are created equal.

Interaction 62

Interaction Customer Service Contact Center Multi-Channel 62

Strativity

AUGUST 1, 2023

In this FAQ, we’ll explain what a CDP is, show how CDPs are used, and explore the best ways to maximize the value of CDP implementation through the use of predictive analytics and AI. Customer Interaction Feedback Loop How does Material Solve CDP Challenges? What is the role of AI in CDP Solutions?

Culture 52

Culture Loyalty Programs Omnichannel Government 52

BlueOcean

APRIL 14, 2023

That’s not always an option, but in the case of ChatGPT, the AI chatbot taking the world by storm, it made all the sense in the world. The end result was an eerie-but-charming discussion about what the future holds for AI in the CX space. What if you could learn about a new technology just by directly asking it questions?

Government 156

Government Customer Service Representative Technology Definition 156

Interactions

MAY 26, 2022

In fact, 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. So when it comes to technology that automates CX, you should place your bets on Conversational AI for the win. Make things easier for your customers.

Virtual Agent 110

Virtual Agent Contact Center Technology Interaction 110

Zonka Feedback

DECEMBER 26, 2023

The future of surveys is here, powered by AI! In the ever-evolving landscape of data collection and analysis, Artificial Intelligence (AI) has emerged as a game-changer for survey tools. Let's embark on a journey to explore the realm of AI survey tools and understand how they are revolutionizing the way we conduct surveys.

Feedback 52

Feedback Insights Demo Innovation 52

Kustomer

FEBRUARY 11, 2024

This guide provides a comprehensive breakdown of Zendesk’s features, pricing model, third-party integrations, and more. This live chat feature enables real-time interactions between customers and support agents. Voice Support In addition to traditional channels, Zendesk supports voice interactions. Want to fast forward?

Multi-Channel 98

Multi-Channel E-support E Commerce Omnichannel 98

Kustomer

APRIL 2, 2023

With the new advances in large language models (LLMs) we wanted to give you an early preview at what we’ve got in the works, starting with the OpenAI API. Introducing Kustomer AI Labs For beta participants, you’ll see a new app in the Kustomer directory called Kustomer AI Labs, available to clients who use the OpenAI API.

Document 98

Document Consumers Customer Service Interaction 98

West Monroe

SEPTEMBER 17, 2023

Following previously hot consumer pushes in VR and crypto, it’s valid to be skeptical of the most recent fad in the business world: generative artificial intelligence (Gen AI). Seventy percent of organizations are in exploration mode on Gen AI , and that fervor has prompted executives to begin investing in AI for sales solutions.

Sales 52

Sales Marketing E Commerce E-support 52

Optimove

FEBRUARY 26, 2024

With Optimove, marketers gain access to unified player data, campaign creation, and advanced content personalization models all in one place, ensuring that each player receives the ideal, personalized message via their preferred channel. As a result, marketing teams can move from insight to execution instantly.

Marketing 52

Marketing Download Demo Loyalty 52

Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. But with so much conversation around it, how many people really understand how Generative AI works? What is Generative AI? How Does Generative AI Work?

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Reference Technology Customer Satisfaction Presentation 52