Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

What’s The Difference Between Conversational Chatbot Solutions, Rules Based Chatbots, and Traditional AI?

The History of Chatbots As you may already know, chatbots are software that use natural language processing (NLP) to engage in conversations with users. But […]

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What’s the Best Channel to Launch AI for Customer Service?

For many reasons, email is the best proving ground for AI and still the most popular digital customer service channel  As companies race to bring […]

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Voice Is The Next Customer Support Frontier

Adoption of smart speakers and other devices with built-in virtual assistants will create a big demand for customer support that’s simply spoken out loud.    […]

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5 Ways Customer Service Managers Can Create a Better Experience With AI

AI for customer service is no longer a new technology. It’s now table stakes for providing a great customer experience. Increasingly, customer service managers are […]

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Want to Reduce Customer Service Costs? Do these 5 things.

Customer service is a $350 billion dollar industry1. But even though companies are funneling all of this money into customer care, it still represents a […]

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How AI Can Radically Improve Email Support (new ebook)

Email is and will continue to be the most widely used and preferred customer support channel. The reason for this is simple. Email is convenient […]

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Can Telecom Customer Service Be Turned Around By AI?

A Look At The Opportunity For Customer Service Automation In Telecom Customer service in telecom remains one of the worst in any industry. Can it […]

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With AI in Customer Service, the Biggest Payback Could Be Time

When it comes to understanding the helpdesk AI benefits to customer service, William Penn eloquently nails it. “Time is what we want most, but what […]

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Infographic: The AI Powered Customer Service Organization

How AI works within a customer support function is multi-dimensional. Sometimes, AI Agents automate customer service responses immediately, while other times Helpdesk AI Agents gather […]

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