Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

Natural Language Understanding Benchmarking Report: Which conversational AI platforms are the best?

A performance report comparing Google Dialogflow, IBM Watson, Microsoft LUIS, Netomi and RASA. Business adoption of AI has accelerated tenfold as a result of the […]

Read more

Considering Scheduling a Chatbot Demo? Here are the Key Questions to Ask

Not all chatbots are created equal. In this post, we’ll cover a step-by-step chatbot demo guide of what to look for, including the key questions […]

Read more

The future of customer experience in 2022

From brussels sprouts to intimacy, according to Gainsight’s Nick Mehta and Netomi’s Puneet Mehta offer a lively take on what’s ahead for CX leaders now […]

Read more

Measures of Success: Our Top 10 Chatbot Evaluation Metrics

As with any large project or undertaking, metrics are key in order to gauge performance. Are your current processes adequate enough, or is there room […]

Read more

What Is a Virtual Contact Center?

A virtual contact center is a digital hub where agents respond to incoming phone calls, emails, social media requests, and other customer service tickets remotely. […]

Read more

The 16 Best AI Chatbots for Business in 2022 and Beyond [Review and Key Features]

Chatbots are used by 1.4 billion people today. Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI […]

Read more

The Top 11 Help Desk and Service Desk Software Platforms In 2022 [Features, Pricing, and More]

The support tech stack has undergone a significant shift since the early 2000s. The backbone of a support organization today is having one of the […]

Read more

How to design dialogue for chatbots

Best practices and downfalls for conversation design for chatbots and voice assistants  The art of conversation evolved early in human evolution. As a species, we’ve […]

Read more

Zendesk vs. Freshdesk: Which Is Better?

Service desk platforms – also called agent desks – help companies enhance the customer experience, scale conversations across multiple channels and reduce customer service costs. […]

Read more