Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

Does My Company Need AI?

It’s easy to get excited about AI and customer service. After-all, it promises to elevate the customer experience by making sure that every time a […]

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Do Consumers want AI Agents?

It’s easy to wonder what consumers want and expect out of AI. Are they terrified that AI is taking over the world, as some media […]

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How to Improve the Customer Experience with AI

Customer service today is broken, marred by inefficiency that leaves customers frustrated and support employees disenchanted. Consumers experience long hold times or are an unwitting […]

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The Turing Test Holds No Value In Assessing Conversational AI

This originally published in VentureBeat.  AI is becoming the new user interface. From self-driving cars and Amazon’s Alexa to Robo-advisors and facial recognition locks, consumers are […]

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WestJet Takes the Flying Experience Up a Notch with AI

AI is the interface to meet (and exceed) consumer expectations for innovative, convenient and personal support. With the new WestJet online chat support system, Canadian […]

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Stranger than fiction: Reinventing Retail

Reinventing Retail CX with AI Matt Gunn and Puneet Mehta of Netomi, a Silicon Valley startup focused on conversational AI, discuss how deep learning will […]

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Would you trust an AI with your wallet?

Trust is having a moment. And for good reason. The backlash Facebook is facing boils down to breaking the trust of consumers in how they […]

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Self-driving customer relationships: What marketers could learn from Tesla’s Autopilot AI

AI is becoming the new user interface. Instead of website searches, there are personalized conversations. Rather than being placed frustratingly on hold for customer support, […]

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From Responding to Resolving: The Evolution of AI and Customer Service

Touted as a way to improve customer service, help-desk AI agents have been the industry’s shiny new object for a few years. And while they have […]

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