Eptica

OCTOBER 22, 2021

So, in our latest blog we explore five important customer service learnings that brands can apply to their own business, regardless of what industry they’re in. Categorie(s): Best Practice AI Over the last 25 years Amazon has become the go-to benchmark for building a successful business. Share this page on: Tweet.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

Eptica

SEPTEMBER 17, 2021

Our latest blog explores why omnichannel is now more important than ever, while highlighting the benefits it brings to both customers and businesses. Categorie(s): AI Trends & Markets Customers are now more demanding – and want to be able to contact organisations across more and more channels. Share this page on: Tweet.

Marketing 112

Marketing Management Customer Service 112

Eptica

MAY 21, 2021

Our latest blog outlines the reasons that agent stress is dramatically increasing – and four areas around wellbeing that contact centres need to focus on moving forward. You might also be interested in these posts: Successfully embracing AI for customer service. How can contact centres ensure they are retaining their best people?

Marketing 125

Marketing Management Customer Service 125

Eptica

JUNE 7, 2021

It is all about a combination of culture and technology, as our latest blog explains. Successfully embracing AI for customer service. Tags: Hybrid Working, Contact Centre Culture, collaboration Categories: Trends & Markets, Best Practice. Share this page on: Tweet. Increasing agent retention in the hybrid workplace.

Management 127

Management Best practices Marketing Technology 127

Eptica

NOVEMBER 13, 2020

Our latest blog picks six key questions that the guide answers in-depth to help you to successfully embrace VoC. Read the full blog post on our parent company Enghouse Interactive’s website to find out more – or download the new Contact Babel guide here. Share this page on: Tweet. Remote Working 2.0:

Best practices 126

Best practices Analytics Marketing Customer Experience 126

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?

Chatbots 52

Chatbots Technology Personalization Customer Service 52

Eptica

MAY 14, 2021

Date: Friday, May 14, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully embracing AI for customer service. Author: Pauline Ashenden - Demand Generation Manager How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled?

Customer Service 72

Customer Service Chatbots Marketing Customer Experience 72

Eptica

APRIL 23, 2021

Author: Pauline Ashenden - Demand Generation Manager While 93% of contact centres are already using call recording solutions, new innovations such as AI mean that its benefits and applications are deepening, particularly in a hybrid working world. Tags: Call Recording, screen recording, compliance Categories: Product, Best Practice.

Best practices 72

Best practices Management 72

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. With the right training, they can, and the humans will continue to do the jobs that AI isn’t ready to handle. Technology replacing humans. That’s what we all fear.

Contact Center 275

Contact Center Self service Banking Airlines 275

Eptica

JANUARY 8, 2021

Our blog outlines 5 key areas to focus on if you want to reduce hidden costs in the contact centre, from improving the agent experience to AI and automation – all without negatively impacting service levels. You might also be interested in these posts: Reviewing 2020 – our top blog posts from last year.

Self service 85

Self service Service level Marketing Customer Service 85

Nuance

APRIL 8, 2021

This blog post was created by Nuance guest blogger, Daniel J. The research focused on the “Big Three” categories of vascular events, infections, and cancers and found that 10% of patients [.] The post Leveraging AI to improve patient safety in the emergency department appeared first on What’s next.

Accountability 84

Accountability Healthcare 84

Creative Virtual

DECEMBER 21, 2022

The end of 2022 is nearly here and as we reflect on the past year, the Creative Virtual team want to express our thanks to all of our blog readers, customers, and partners. The last 12 months brought lots of exciting developments for the conversational AI industry and us as a company. We appreciate you!

Chatbots 52

Chatbots Education Technology Personalization 52

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Every year we take this opportunity to reflect on the hard work of our team, our contributions to the conversational AI industry, and a few of our company’s biggest highlights from the past 12 months.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Eptica

MAY 28, 2021

Our new guest blog from housing association expert Phil Riley outlines the six trends that Housing Associations need to focus on to transform their customer service. Successfully embracing AI for customer service. Tags: Housing Associations, Customer Service Categories: Trends & Markets. Share this page on: Tweet.

Customer Service 72

Customer Service Metrics Marketing Management 72

AWS Machine Learning

OCTOBER 24, 2023

NATIVE VISUAL VOICEMAIL DIALER FEATURING VOICEMAIL TO TEXT TRANSLATE FEATURE – ALL MODELS The history Two years ago, in 2021, T-Mobile engineering teams partnered with AWS to launch a new AI-powered feature called Voicemail to Text with automatic language detection and to improve quality and performance for customers.

APIs 92

APIs Engineering Metrics Technology 92

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. This blog “ Talking Omnichannel But Organised Multi-Channel? Best independent blog content.

B2C 138

B2C B2B Customer centricity Analytics 138

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B CRM Enterprise Upselling 91

AWS Machine Learning

DECEMBER 12, 2022

You can use custom classification to organize documents into categories (classes) that you define. JumpStart also provides other resources like notebooks, blogs, and videos. Solutions Architect at the AWS WWSO AI Services team with expertise in AI and ML for Content Moderation and Rekognition.

APIs 76

APIs Accountability Enterprise Metrics 76

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Best practices 125

Best practices Government Engineering Accountability 125

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Eptica

SEPTEMBER 10, 2020

In this new blog post, Trevor Davies, Head of Products in R&D, explores some of the key trends and influences from moving to the cloud, to monitoring speech and customer journey analytics, the growing impact of Robotic Process Automation. Share this page on: Tweet. Customer service: what you can learn from great historical figures.

Quality management 74

Quality management Analytics Technology Marketing 74

AWS Machine Learning

FEBRUARY 24, 2023

The teams used existing FEMA categories for damage such as flooding, debris, fire and smoke, or landslides, which standardized the label categories. Pass the results of the SageMaker endpoint to Amazon Augmented AI (Amazon A2I). In this blog post we discussed using computer vision on satellite imagery.

APIs 87

APIs Benchmark Government Analytics 87

ShepHyken

JUNE 15, 2018

Most of us think chatbots are sophisticated, AI-powered self-learning bots that leverage some form of advanced language processing to understand the customer’s intent and find a relevant answer. The post Guest Blog: Customer Support Chatbots – Striking The Right Balance appeared first on Shep Hyken.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. Author: Taoufik Massoussi - Product Manager & Head of AI We are clearly going through an unprecedented time of change due to the COVID-19 pandemic, which is disrupting all of our lives.

Surveys 95

Surveys Best practices Analytics Feedback 95

Cisco - Contact Center

JUNE 18, 2020

We acquired Voicea, and quickly integrated new AI-powered agent call transcription capabilities that improve productivity and call wrap-up efficiency through best in class word error rate and transcription accuracy performance. Focus on AI. Flexible Cloud, Premises, and Hybrid Deployment Options.

Contact Center 121

Contact Center Enterprise contact center solutions Cloud contact 121

Eptica

JULY 17, 2019

Date: Wednesday, July 17, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Empowering agility through AI-based Voice of the Customer programs. Author: Taoufik Massoussi - Product Manager & Head of AI Every industry is facing greater competition and a need to react more quickly to customer needs , often in real-time.

Best practices 58

Best practices Analytics Feedback Banking 58

Call Experts

JANUARY 26, 2023

This blog will dive into why you need an HVAC call center. Before diving into specifics, you must understand the service category. Below are the three service categories we use at Call Experts. While most HVAC businesses fall into the traditional contact center service category, it depends on your business needs.

Call Center 52

Call Center Contact Center Advertising Marketing 52

Fonolo

JANUARY 31, 2018

Will the AI / chatbot hype start to live up to its promise? We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Interactions

MAY 6, 2021

While humans and AI each have individual strengths, they can work together for the most desirable outcome. Humans and AI can be combined in many ways to achieve optimal performance results, depending on the unique needs of the industry and the company. But that’s not the only way that humans and AI can join forces.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

Aspect

MAY 10, 2018

Aspect has been shortlisted twice for the Best Private Sector Project (Enterprise) category, for our successful work with video games publisher Ubisoft, and supermarket chain Lidl. This category in particular aims to recognise some of the UK’s most successful and disruptive digital transformation projects over the last 12 months.

Chatbots 89

Chatbots Self service Technology Enterprise 89

Eptica

MAY 8, 2019

Date: Wednesday, May 8, 2019 Author: Pascal Gauvrit - CTO Three books to help you master the power of AI. To help executives cut through the noise Eptica’s Managing Director and CTO, Pascal Gauvrit picks three books to read if you want to improve your understanding of AI. Published on: May 08, 2019.

Chatbots 55

Chatbots Best practices Engineering Education 55

Eptica

MAY 16, 2018

Recent reports from Forrester back this up, highlighting the fast-growing importance of AI in customer experience. AI helps brands to understand the intent behind consumer behavior. However, adopting AI can appear daunting. Proactive and pre-emptive support. Share this page on: Tweet.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

Noble Systems

JANUARY 30, 2019

To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. In Part 1 of this blog we will discuss the “Human” category trends. Part 2 will cover the “Effortless” and “Transformative” category trends. Expand Digital Capabilities.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Aspect

DECEMBER 24, 2018

This year, we’ve brought a number of new customers onboard and worked on some ground-breaking projects with innovative brands, such as the AI wine chatbot that we launched for Lidl. appeared first on Aspect Blogs. We look forward to continuing to work with all our amazing customers next year and to welcoming new customers too.

Chatbots 59

Chatbots Finance APIs Self service 59

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. I fully agree that successful deployments of AI-powered bots are happening. Local vs. Global. Hope to see you there.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

AWS Machine Learning

SEPTEMBER 7, 2023

This process requires breaking down data into three categories: 1) measurements available from the physical system, 2) the set of actions that can be taken upon the system, and 3) a numerical metric (reward) of equipment performance. The algorithm trained in this blog post is called “ Conservative Q Learning ” (CQL).

Metrics 96

Metrics Engineering Scripts Accountability 96