ShepHyken

APRIL 28, 2024

Years ago, the term “Big Data” became popular. I came up with the concept of “Micro Data,” which is about very personalized information about a smaller set of customers. From chatbots and voice assistants to recommendation engines, brands are integrating AI wherever they can, and for good reason.

Customer Service 175

Customer Service Advertising B2C Big data 175

Taylor Reach Group

MAY 30, 2017

Chatbots and messenger applications leverage the knowledge base to serve content and answers to customers’ questions. Business rules tied to applications, and informed by big data and data mining, can drive proactive interactions with or without an agent involved. . AI continues this evolution.

Contact Center 71

Contact Center Interactive Voice Response Journey mapping Banking 71

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. For example, Whole Foods’ Chatbot on Facebook Messenger helps visitors find recipes.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40