ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. The lockdown has changed our customers’ perspective on how they want to spend their time. The lockdown has changed our customers’ perspective on how they want to spend their time.

Personalization 227

Personalization Self service Chatbots Customer Support 227

ShepHyken

NOVEMBER 13, 2023

Top Takeaways: The future of customer service is being transformed by AI-powered technologies that can automate and enhance customer interactions. Technologies, such as ChatGPT and generative AI, are revolutionizing how businesses interact with their customers. AI is redefining customer support.

Call Center 181

Call Center Self service Technology Customer Service 181

Comm100

OCTOBER 9, 2023

The sudden birth of ChatGPT into the mass market has created as many questions as it provides answers. Hailing from OpenAI’s cutting-edge technology, ChatGPT has rapidly risen to fame, offering an interactive experience that feels remarkably human. The Dangers & Shortcomings of ChatGPT Customer Service 1.

Customer Service 93

Customer Service Calibration Chatbots Wait times 93

CCNG

NOVEMBER 8, 2023

Although artificial intelligence (AI) has been explored for many decades it was the recent release of ChatGPT by OpenAI that really caught the public imagination. The famous computer scientist Alan Turing asked ‘can machines think?’ This is how many customer service systems are designed today. back in 1950.

Customer Service 195

Customer Service Coaching Chatbots Contact Center 195

ShepHyken

MAY 22, 2023

Top Takeaways: There has been significant progress in artificial intelligence (AI), like chatbots and ChatGPT capabilities. Generative AI and other forms of self-service provide a win-win solution for organizations and customers. Artificial Intelligence will not eliminate the need for customer support professionals.

Customer Service 156

Customer Service Self service Customer centricity Contact Center 156

Beyond Philosophy

JULY 20, 2023

It is rare for people in the US to have a B12 deficiency, but some do, particularly those who don’t eat meat or older people who do not absorb nutrients like they used to. There are hundreds of bloody vitamin options. To be fair, one vitamin bottle caught my attention. In large text, it read “Chillax.”

Marketing 270

Marketing Best practices Customer centricity Engineering 270

The Northridge Group

JANUARY 18, 2023

ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. There is little doubt that ChatGPT technology can and will revolutionize contact centers.

Contact Center 117

Contact Center Healthcare Chatbots Accountability 117

Inbenta

MARCH 13, 2023

By Jordi Torras, Chief Innovation Officer, Inbenta In just a few months, ChatGPT has captured the interest of hundreds of millions of users and the imagination of businesses the world over. The data used to train ChatGPT is also impressive — 45 terabytes of text data. First, ChatGPT may not be readily scalable.

Chatbots 111

Chatbots Accountability Enterprise Marketing 111

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Here are my top five picks from last week.

Customer Service 149

Customer Service Personalization Surveys Chatbots 149

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. Getting there will require a broader perspective on service.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

VirtualPBX

MAY 17, 2023

Customer support plays a vital role in maintaining a positive brand image and ensuring customer satisfaction. One such solution is harnessing the power of ChatGPT for auto reply messages. In this blog post, we will explore how businesses can leverage ChatGPT technology to enhance their customer support efforts.

Customer Support 98

Customer Support Best practices CRM Consulting 98

The Northridge Group

MAY 2, 2023

This article was originally published on Contact Center Pipeline and can be viewed here. For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3, then GPT-3.5, Download PDF Q: What is ChatGPT, specifically ChatGPT based on GPT-4, and what led to its creation and by whom?

Contact Center 67

Contact Center B2C Chatbots B2B 67

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. ” However, the clichéd promises can ring hollow without concrete proof. .

Customer Service 158

Customer Service Construction Contact Center Scripts 158

CSM Magazine

OCTOBER 3, 2023

Jim Webber, Chief Scientist at Neo4j, believes that to get reliable answers, it is time to bolster ChatGPT with smart data. Generative AI in the form of ChatGPT has undoubtedly captured our attention, spotlighting how AI is ready at last for business prime time. But it isn’t ‘intelligent’—and it still has many limitations.

APIs 59

APIs Healthcare Chatbots Customer Service 59

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: As we head deeper into a digital world where customers interact with companies via AI, how can we create a relationship that establishes trust? Here are my top five picks from last week. But it happens.

Customer Service 158

Customer Service Airlines Customer Experience Technology 158

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey.

Customer Service 166

Customer Service Consulting Consulting Customer Experience 166

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. We believe it will fix everything for us. Are you ready for AI?

Self service 222

Self service Analytics Personalization Consulting 222

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Customer Service 162

Customer Service Self service Customer Experience Surveys 162

ShepHyken

DECEMBER 7, 2023

This week, we feature an article by Niraj Ranjan Rout, Founder and CEO of Hiver , a customer experience platform that helps teams collaborate and communicate across departments. He talks about how amazing customer experience can be sustainable. Customer experience (CX) has become a core operational necessity.

Call Center 149

Call Center Transportation Upselling Education 149

ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience.

Analytics 156

Analytics Customer Experience Feedback Chatbots 156

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. Part 2: AI and Business Processes: How can it help? How can it hurt?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. For many, the buzz about ChatGPT is evoking the same exploratory wonder they once experienced when the Internet itself first debuted. But with ChatGPT in the spotlight, we wanted to bring you a deeper dive into AI in the contact center.

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

ShepHyken

AUGUST 4, 2023

This week, we feature an article by Srushti Shah, a digital marketer focused on effectively helping her clients and customers achieve their desired results. She writes about how artificial intelligence and machine learning technology can help businesses automate processes and put more focus on delivering amazing customer experiences.

Customer Experience 156

Customer Experience Technology Accountability Marketing 156

JivoChat

FEBRUARY 22, 2023

Apps and digital platforms like DALL•E 2, ChatGPT, and OpenAI have taken the world by storm and led to a never-ending debate over how these new inventions may affect business. Well, there are a variety of ways AI can impact localization. This can improve the speed and quality of localization and allow companies to work faster.

Technology 75

Technology Personalization 75

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. There is no end to the service/CX journey.

Customer Service 170

Customer Service Morale Customer retention Marketing 170

CSM Magazine

JANUARY 24, 2023

Joe O’Brien, Global Corporate Communications Manager at Sabio Group , takes a close look at the conversational AI tool, ChatGPT. Over the last few weeks, you would have heard lots of noise about ChatGPT, the new model for conversational AI that was launched by OpenAI – the AI research and deployment company – at the end of November.

Chatbots 52

Chatbots Contact Center CRM Enterprise 52

Inbenta

DECEMBER 21, 2023

According to a recent report, more than 80% of Fortune 500 companies had teams actively using ChatGPT, a Generative AI platform. [1] This can take many forms, such as text, images, or audio. The hype around Generative AI stems from the fact that the content is original and can resemble the quality of human-generated output.

Chatbots 52

Chatbots Scripts Enterprise Engineering 52

VirtualPBX

JULY 7, 2023

Businesses are constantly seeking ways to streamline their operations and improve customer experience. A key element of that customer experience is the phone system greeting prompt. That’s where the power of artificial intelligence can play a transformative role. For sales and service inquiries, press 2.

Customer Support 52

Customer Support Marketing Sales Technology 52

Fonolo

NOVEMBER 16, 2023

A well-designed chatbot can be a powerful addition to your call center toolkit. This is good news because we know for certain that customers want self-service options. Zendesk reports that 67% will choose self-service over a live agent for simple problems. Should Your Chatbot do More? Is Your Chatbot Meeting Expectations?

Interactive Voice Response 75

Interactive Voice Response Chatbots Self service Contact Center 75

Creative Virtual

JANUARY 26, 2023

By Chris Ezekiel, Founder & CEO Since the official announcement in November 2022, there has been an enormous amount of buzz and excitement about OpenAI’s ChatGPT. As a specialist within the conversational AI space, Creative Virtual is excited about what ChatGPT and the technology behind it bring to our industry.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

Inbenta

OCTOBER 30, 2023

According to a recent report, more than 80% of Fortune 500 companies had teams actively using ChatGPT, a Generative AI platform. [1] This can take many forms, such as text, images, or audio. The hype around Generative AI stems from the fact that the content is original and can resemble the quality of human-generated output.

Chatbots 52

Chatbots Scripts Enterprise Engineering 52

Anexa BPO

JANUARY 15, 2023

But there’s another phenomenon to factor into this revolutionary concept: ChatGPT, or Generative Pre-Trained Transformer. This is state-of-the-art natural language processing (NLP) technology, and it is transforming the customer service field. That said, can ANYTHING really replace the human touch? Welcome to the future!

outsourcing 52

outsourcing Construction Banking Customer centricity 52

Anexa BPO

JUNE 3, 2023

There is a lot of built-up excitement out there around generative AI tools – particularly ChatGPT. And while the hype is valid and exists for a reason, scratching beneath the shiny surface reveals some issues with this kind of thinking – specifically the fact that CX = customer service – nothing more, nothing less.

Government 52

Government Surveys outsourcing Contact Center 52

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University.

Journey mapping 97

Journey mapping Customer Care Education Metrics 97

Anexa BPO

MARCH 7, 2023

In late 2022, ChatGPT was launched to great fanfare and hype. Today we’re going to examine exactly which types of applications can benefit most from the involvement of this platform. This advanced tool can assist with tasks like composing emails, essays, and code.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Chatbots Call Center 52

TechSee

MARCH 28, 2023

This technology will be revolutionary for the service industry. The key reason that we are all talking about AI is that ChatGPT has been made simple, very accessible, and easy to use. The key reason that we are all talking about AI is that ChatGPT has been made simple, very accessible, and easy to use.

Chatbots 109

Chatbots Enterprise Interactive Voice Response Technology 109

CSM Magazine

APRIL 18, 2024

The landscape of customer service is dramatically changing with the introduction of artificial intelligence (AI), particularly large language models (LLMs) such as ChatGPT. One of the main benefits of LLMs in customer service is increased efficiency. Here are some of the ways LLMs are being utilized: 1.

Chatbots 52

Chatbots Feedback Wait times Customer Service 52