What is Conversational Intelligence?
Callminer
JULY 5, 2021
Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what it is and its applications in our blog.
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What is conversation intelligence?
Callminer
MARCH 15, 2023
Read this blog to better understand conversation intelligence, how it works, its benefits, and what to look for when selecting a conversation intelligence platform.
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What is a conversation intelligence platform?
Callminer
MAY 25, 2022
Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suite. Learn more in this blog.
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Guest Blog: How Does AI Marketing Help Drive Customer Engagement?
ShepHyken
SEPTEMBER 15, 2017
This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Artificial intelligence (AI) and all of its many uses have seen massive amounts of growth throughout the last year. Joining the Conversations.
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Guest Blog: Five Tips to Providing a Five Star Experience
ShepHyken
DECEMBER 27, 2019
Service’ is what we do, it is a product or the transaction to receive the product. So, What is a Five-Star Experience? It requires the use of emotional intelligence and very little investment of money. We’ve all heard the adage ‘It’s not what you say, it’s how you say it’ right? Use a Friendly Tone of Voice. Dale Carnage.
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What is conversion rate optimisation and how does call intelligence help you drive more conversions?
Infinity
SEPTEMBER 1, 2021
For many years, marketers have dreamed of being able to increase customer conversions without spending more money, and sales teams have agonised over how to turn unhappy customers into blissful spenders. Conversion rate optimisation, also known as CRO, is the secret weapon to delivering better results. They recorded a 12.5%
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Guest Blog: “Zhuzhing Up” Humans in the Contact Center
ShepHyken
JUNE 28, 2019
That’s what we all fear. While machines are becoming more intelligent, humans aren’t moving out of the picture yet. In its recent jobs report, the World Economic Forum highlighted a curious feature of the revolution in artificial intelligence (AI) already underway in the tech-enabled workplace. Technology replacing humans.
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275 Guest Blog: The Rise of Chatbots in Customer Experience
ShepHyken
APRIL 5, 2019
Although a big part of what makes chatbots valuable is their ability to free up human resources in the business environment, modern solutions can now collect information more effectively from your target audience. The post Guest Blog: The Rise of Chatbots in Customer Experience appeared first on Shep Hyken.
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Guest Blog: Do customer experience teams take cyber security risks?
ShepHyken
DECEMBER 14, 2018
Meanwhile, as technology evolves – and the sophistication of attacks along with it – we will likely see technologies such as artificial intelligence and machine learning being applied by malicious actors for more persistent and intelligent attacks. Customer loyalty is built on trust.
Guest Blog: Digitizing the Customer Experience Without Losing the Customer
ShepHyken
MARCH 22, 2019
Lowe’s, for example, is using artificial intelligence to track in-store inventory, and “Lowebots” are helping customers navigate the store and tracking items for restocking. This week we feature an article by John Boccuzzi Jr. who argues that digital transformation is bringing customer experience to an entirely different level. Shep Hyken.
Guest Blog: Technology Trends That Will Govern the CX Landscape
ShepHyken
JUNE 30, 2017
What comes to your mind when I talk about businesses revolutionizing their technology experience? Let us have a quick look at the top technology trends of 2017 that will disrupt the customer experience benchmarks: Artificial Intelligence : Truly, Artificial Intelligence has made organizations capable of tackling different situations.
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Guest Blog: How Companies are Using Bots to Enhance Customer Experience
ShepHyken
MARCH 24, 2017
This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Have you ever wondered what it would take to get back to the old days? What sets these apart is their intelligence. What a time to be alive. Shep Hyken.
Guest Blog: How Should You Grow and Sustain Your Customer Lifetime Value?
ShepHyken
AUGUST 30, 2019
While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. But just what is customer lifetime value ? How to Start the Process of Growing Your Customer Lifetime Value.
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Guest Blog: How to Personalize Your Chatbots for Customer Journey Tracking & Provide a Better Experience
ShepHyken
NOVEMBER 2, 2018
As we move towards big data and artificial intelligence, chatbots seem to be leading the way towards a more automated future. However, what people don’t realize is that it’s not only easy to start building a chatbot, but it has become a necessity for those who wish to maintain growth in a company. We cannot escape the future.
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Unlocking Next-Level Customer Service with Gen AI Technology
CCNG
FEBRUARY 21, 2024
Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. In this blog, we will explore how GenAI can revolution service and support for your organization. By analyzing the context of the conversation with a customer, GenAI can formulate suggested answers.
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Guest Blog: Create Amazing Impacts with 15 Minutes and 15 Dollars or Less
ShepHyken
NOVEMBER 11, 2016
This week on our Friends on Friday guest blog post my colleague, Andy Masters, shares a story that demonstrates the importance of doing a little something extra for someone with very little effort and time. During casual conversation while deciding what to order, Marilyn mentioned she “goes hog-wild” for A&W Root Beer.
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Guest Blog: Three Surprising Ways You Can Improve the Customer Experience with Cloud IVR
ShepHyken
NOVEMBER 15, 2019
But what about ways a cloud IVR could achieve the cliché and “delight” your customers — or, dare we say, even surprise them? Further, when you want customizable features such as artificial intelligence applications (see below), you don’t have to buy expensive enterprise tools or hire the technical experts required to use them.
Super-Agents Are Real (Blog #2)
Enghouse Interactive
OCTOBER 13, 2020
AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. For the most part today, AI’s ability to look at data-points to understand what each customer is concerned about, or has issues with, is currently very much uni-dimensional.
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Super-Agents Are Real (Blog #1)
Enghouse Interactive
SEPTEMBER 29, 2020
AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. What is it? Understanding what works, and what doesn’t will help the organization identify what needs to be improved, and how. Customer Perception = Their Reality. Why should they care, if you don’t? Source: PWC/Bains and Co.
Guest Blog: 10 Chatbot Features That Make Your Bot More Helpful to Customers
Comm100
OCTOBER 19, 2022
In this article, we’ll look briefly at what a chatbot is, how it works, and the 10 chatbot features that make it more helpful to your customers. What Is a Chatbot? A chatbot is a software program that allows human users to have a conversation with a computer through an instant messaging system. How Do Chatbots Work?
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9 Customer Service Blogs Every Support Pro Should Follow
Help Scout
AUGUST 11, 2021
One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. 5 Keys for Coaching CSMs to Have Strategic Customer Conversations.
Guest Blog: Moving Past The Fairy Tale – 5 Examples of Great Service
ShepHyken
JUNE 2, 2017
This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. We can learn a lot when we look at what companies around the world are doing to adopt new service models. Talk about what they want to sell – not what their customers really need. Shep Hyken.
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Super-Agents Are Real (Blog #4)
Enghouse Interactive
OCTOBER 21, 2020
AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. From an interpersonal relationship perspective, they expect trust, transparency and the authority to do what is best for the customer and the company, in equal measure. Augmented conversations – aided by Artificial Intelligence – will be the new normal.
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Where AI Meets CX: How Conversational Commerce Effects Customer-Driven Growth
Beyond Philosophy
FEBRUARY 17, 2020
Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. Messina is an expert on this subject.
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Unlock growth potential with Totango revenue intelligence integrations
Totango
JANUARY 3, 2024
Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. Totango’s integration process is simple and secure.
Key Learnings from the Metrigy Webinar (Blog #4)
Enghouse Interactive
FEBRUARY 18, 2021
Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .
Reviewing 2018 – our top 10 blog posts from the year
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. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.
Super-Agents Are Real (Blog #3)
Enghouse Interactive
OCTOBER 19, 2020
AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. The real data is buried in the commentary from each and every conversation that takes place. Constant Learning Improves AI Recommendations. It’s all in the approach and how the data is analyzed.
A Human-Centric Approach to Virtual Agents Changes the Game For Customer Satisfaction
SmartAction
APRIL 11, 2024
Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. AI can also detect what they are calling about by the options the caller chooses, adding another level of personalization. “Hi,
Become a better leader by knowing yourself and managing your emotions
Beyond Philosophy
MAY 18, 2023
Emotional intelligence (EQ) is critical to leadership. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago.
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The Big Mistake People Make With Artificial Intelligence
Beyond Philosophy
JULY 18, 2020
Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. He believes that the future of Customer Experience management and the way to foster customer-driven growth is AI, and here’s why: AI is machine intelligence driven by algorithms. Recommended Actions.
Unlocking Innovation: AWS and Anthropic push the boundaries of generative AI together
AWS Machine Learning
MARCH 4, 2024
with higher levels of intelligence. with higher levels of intelligence. It excels at intelligent tasks demanding rapid responses, like knowledge retrieval or sales automation. And it strikes the ideal balance between intelligence and speed – qualities especially critical for enterprise use cases.
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How GenAI-powered auto-call summarization increases ROI and improves workflows
3CLogic
FEBRUARY 28, 2024
Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations. So what is Generative AI and how can it help?
Conversational AI 101: NLU and IVR for Beginners
SmartAction
SEPTEMBER 16, 2022
Artificial Intelligence is what makes automating voice conversations possible. Companies such as Google and Amazon are continually bringing new iterations of conversational AI technology into the mainstream and integrating different applications of machine learning into our everyday lives.
Human-Centered Design Is the Heart of Intelligent Virtual Agents
SmartAction
NOVEMBER 8, 2023
Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. AI can also detect what they are calling about by the options the caller chooses, adding another level of personalization. “Hi,
How to Elevate the Customer Experience with Conversational Commerce
Lumoa
JANUARY 15, 2024
What’s the warranty? One effective solution lies in conversational commerce. This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand.
Why Do We Need AI? A Guide to Conversational AI in the Contact Center.
3CLogic
JANUARY 24, 2024
When a customer contacts your business, what’s their first impression? As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space.
Guest Blog – How Social Media Chatbots Can Help Businesses Target and Generate Leads
Comm100
JULY 20, 2020
Guest blog – Nahla Davies is a software developer and tech writer. When your brand starts getting more prominent in social media conversions, it can boost traffic, increase brand awareness, and generate leads. What are Chatbots and Why Are They So Relevant Today? You can find her on LinkedIn.
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Guest Blog: There’s a brighter future for contact centre agents
teleopti
APRIL 12, 2019
Messaging about artificial intelligence and how it’s going to revolutionise our personal and professional lives is everywhere. Messaging about artificial intelligence and how it’s going to revolutionise our personal and professional lives is everywhere. But, it isn’t easy. The Evolving Contact Center. The Evolving Agent.
Guest Blog: 5 Ways Chatbots Can Improve Your Customer Satisfaction
Comm100
DECEMBER 8, 2020
Using artificial intelligence to make business processes more efficient is no longer a thing of the future. Using artificial intelligence to make business processes more efficient is no longer a thing of the future. What is a Chatbot? Another name for a chatbot is ACE, namely Artificial Conversational Entity.
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Why Every Contact Center Manager Should Consider Voice-Driven AI
SmartAction
NOVEMBER 22, 2023
Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience. What is Conversational AI?
The Definitive Guide: IVA vs IVR and What’s Right for Your Contact Center
SmartAction
FEBRUARY 27, 2023
Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle. What is Interactive Voice Response (IVR)? Available 24/7.
8 Must-Have Chatbot Features to Improve Customer Experience
Inbenta
NOVEMBER 29, 2022
But when it comes to choosing the right chatbot for your site, what should you be looking for? This blog will explain to you everything you need to know before you choose the right chatbot for your website. There’s been a lot of talk about Artificial Intelligence (AI), but what does this mean for chatbots?
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Guest blog: What is Customer Experience Automation & How to Implement it in Your Business Model
Comm100
DECEMBER 14, 2022
What is customer experience automation? CXA uses AI to automate conversations, whether customer or company-initiated, for the entire customer lifecycle including marketing, selling, and servicing. Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology.
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