Insights, trends and best practices.

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 […]

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 […]

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 […]

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 […]

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. […]

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 […]

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 […]

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 […]

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