ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. Just last week, I included an article focused on this trending topic. Can AI Deliver A Customer Experience Like A Grandmother Would? Here are three features of #”grandmother service” beyond the capacity of AI.

Customer Service 161

Customer Service Self service Customer Experience Surveys 161

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. Imagine that!)

Customer Service 151

Customer Service Customer advocacy Average Handle Time Customer centricity 151

Beyond Philosophy

JULY 27, 2023

who is interested in the topic of authenticity, would ask museum-goers if the apartment depicted at the museum was authentic. So, what about AI? As one of the Top Voices on LinkedIn, I have been collaborating with other Top Voices to help authenticate articles written by AI. Now, this question is absurd. It cannot be authentic.

Customer centricity 195

Customer centricity Personalization 195

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. Bots and chatbots have been around for decades—but with the recent advancements in AI, the benefits of AI chatbots have become more apparent to businesses and customers alike. My Comment: AI and ChatGPT are very hot topics.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. The $400 Billion Opportunity for AI in Customer Service by Howard Rabinowitz (CIO) Generative AI is predicted to produce billions annually in business value. Generative AI (ChatGPT types of technologies) don’t have to replace people.

Customer Service 167

Customer Service Morale Customer retention Marketing 167

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. Topic modeling is about seeing the bigger picture.

Feedback 157

Feedback Analytics Multichannel Surveys 157

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. However, Gen AI is not a plug-and-play solution. As such, the journey to Gen AI requires careful planning and implementation.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: As long as we’re on the topic of rewards programs, let’s look at a great article from RetailWire about going for a simpler program, the “non-tiered customer loyalty” program. 10 Ways to Be More Human in the Age of AI by Terkel.

Customer Service 196

Customer Service Marketing Personalization Customer Experience 196

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. In fact, research shows AI can help boost customer satisfaction when it’s used to offer customers more personalized solutions or to help human employees provide better service than they would without the technological assist.

Customer Service 156

Customer Service B2C Customer retention Government 156

TechSee

MARCH 28, 2023

A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? Is Generative AI practical? Generative AI is generating a lot of hype, and with good reason. But it’s not yet fully baked or thoroughly tested, and not all AI is the same. That’s a key takeaway for all AI and automation.

Chatbots 109

Chatbots Enterprise Interactive Voice Response Technology 109

ShepHyken

SEPTEMBER 3, 2021

Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. . Research shows that 86% of agents feel they don’t have the resources or the authority to deal with customers effectively, which hurts productivity and service quality. What is a CX management platform?

Customer Experience 353

Customer Experience Management Contact Center Engineering 353

Beyond Philosophy

AUGUST 19, 2021

Most of the podcast breaks down behavioral science topic by topic by how it applies to the real world. Memory is my favorite topic, so it’s no surprise I picked this one. We occasionally invite experts to speak with us about various topics. To listen to the whole podcast, please click here.

Customer Experience 261

Customer Experience Construction Consulting Consulting 261

AWS Machine Learning

APRIL 18, 2024

LMA also provides options for identifying the current meeting topic, and for generating a list of action items with owners and due dates. Prerequisites You need to have an AWS account and an AWS Identity and Access Management (IAM) role and user with permissions to create and manage the necessary resources and components for this application.

APIs 95

APIs Accountability Analytics Entertainment 95

Beyond Philosophy

FEBRUARY 20, 2020

As you recall, the future of interaction on social media is for a brand to respond as if it were a person, and it will likely be AI-powered in the future. However, before you can have this AI, you have to know how you want it to respond as “your brand.”. AI Will Change And We Will, Too.

Construction 408

Construction Chatbots Consulting Consulting 408

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: I’ve made it through this week’s Top Five roundup without an article on AI – even though it’s the hottest topic in the customer service and CX world. Here are my top five picks from last week.

B2C 146

B2C Customer Service B2B Marketing 146

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. Why AI Customer Journeys Need More Friction by Renée Richardson Gosline. Harvard Business Review) Friction isn’t always a bad thing, especially when companies are looking for responsible ways to use AI. Sign Me Up!

Customer Service 167

Customer Service Government Customer Experience Sales 167

AWS Machine Learning

JANUARY 5, 2024

This post was written in collaboration with Bhajandeep Singh and Ajay Vishwakarma from Wipro’s AWS AI/ML Practice. Its AI/ML solutions drive enhanced operational efficiency, productivity, and customer experience for many of their enterprise clients. This increases the cost of infrastructure maintenance and hampers productivity.

Management 112

Management APIs Engineering Government 112

Lumoa

DECEMBER 19, 2023

The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement. In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis.

Feedback 83

Feedback Banking Chatbots Automotive 83

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. This article starts with my comments about empathy and then calls upon a number of noted experts in the customer service and CX space to weigh in on the topic. Here are my top five picks from last week.

Customer Service 345

Customer Service Customer centricity Construction Customer Experience 345

Totango

MAY 17, 2023

I was also fortunate to lead a conversation on this very topic with our Totango CRO, Dennis Reardon, and Sr. The program aims to accomplish a higher level of partnership by investing in resources that set clear expectations for executives, along with senior-level outcomes and metrics. VP of Customer Success at Veriforce, Andy Kearney.

Sales 106

Sales Marketing Metrics APIs 106

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. These five C’s, and the explanation behind them, are great topics to start a conversation for your next team meeting. Customer Experience in the Age of AI by David C. Here are my top five picks from last week.

Customer Service 167

Customer Service Customer retention Engineering Self service 167

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Instead, you can train, prompt, and fine-tune an LLM to direct the AI toward the correct answer. It is critical to invest time and resources in training them to understand your product, services, and procedures.

Best practices 109

Best practices Customer centricity Chatbots Education 109

Comm100

MARCH 20, 2024

There’s often a gap between what the public expects and what government can deliver, due in part to resource limitations, legal constraints, and bureaucratic processes. 24/7 availability with accurate chatbots The integration of chatbots powered by artificial intelligence (AI) can provide 24/7 assistance to citizens.

Government 75

Government Chatbots Self service Wait times 75

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? You are either paying for a highly skilled bilingual resource who may only use that second language on a small percent of the calls they handle; or you have uni-lingual resources who are under utilized throughout their shift. But what’s the best approach?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. AI is another big topic — specifically, how new technology in this space can help contact centers create a seamless customer support journey. One of the main trends she explores is the impact of AI in the contact center. Blair Pleasant. “I

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Hello Customer

JUNE 21, 2023

Delivering an 11-star experience would mean that an organization has unlimited resources to ensure that the customer has a crazy, over-the-top experience. Next, they need to figure out how they can do that with the available resources. Artificial Intelligence (AI) can help organizations answer that question.

Customer Experience 52

Customer Experience Engineering Feedback Finance 52

AWS Machine Learning

FEBRUARY 6, 2024

We address this skew with generative AI models (Falcon-7B and Falcon-40B), which were prompted to generate event samples based on five examples from the training set to increase the semantic diversity and increase the sample size of labeled adverse events. Outside of work, when not discussing AI in radiology, she likes to run and hike.

Healthcare 100

Healthcare Engineering Construction Consulting 100

JivoChat

APRIL 12, 2023

Developed by the Open AI company, ChatGPT has caught the attention of several companies and millions of people around the world. What Is ChatGPT ChatGPT is a natural language AI chatbot. The AI tries to give answers as close as possible to how a human would respond. With more information, AI has more accurate answers.

Chatbots 75

Chatbots Personalization Customer Support Technology 75

ShepHyken

NOVEMBER 28, 2016

Each week I read a number of customer service articles from various online resources. TechZone360) AI is also transforming the way companies interact with customers. Here are five ways AI is changing the customer experience: My Comment: Artificial Intelligence (AI) is one of the hot topics of the day.

Customer Service 276

Customer Service Sales Customer Experience Personalization 276

AWS Machine Learning

APRIL 16, 2024

Amazon Lex is a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test, and deploy conversational interfaces in applications. Managing your Amazon Lex bots using AWS CloudFormation allows you to create templates defining the bot and all the AWS resources it depends on.

Management 86

Management Construction APIs Chatbots 86

BlueOcean

NOVEMBER 13, 2023

From AI and VoC to EX and TX, here are some resources to inspire for the new year. Here’s how customer service teams are actually using AI If you’re getting sick of the AI conversation—it’s all anyone talks about these days—we don’t blame you. This, Zendesk asserts, is where AI can help.

Customer Care 71

Customer Care Analytics Contact Center outsourcing 71

AWS Machine Learning

NOVEMBER 22, 2023

To build an enterprise solution, developer resources, cost, time and user-experience have to be balanced to achieve the desired business outcome. These resources introduce common AWS services for IDP workloads and suggested workflows. These advantages can enable you to optimize the usage and cost of underlying AI services.

APIs 95

APIs Metrics Enterprise Benchmark 95

AWS Machine Learning

NOVEMBER 9, 2023

Building out a machine learning operations (MLOps) platform in the rapidly evolving landscape of artificial intelligence (AI) and machine learning (ML) for organizations is essential for seamlessly bridging the gap between data science experimentation and deployment while meeting the requirements around model performance, security, and compliance.

Scripts 102

Scripts Accountability Engineering Best practices 102

Playvox

FEBRUARY 6, 2024

Thankfully AI-infused automated quality management can help with the journey from compliance-focused to customer-centric. AI in Quality Management Across all industries, artificial intelligence (AI) is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. Start with the business processes.

Quality management 83

Quality management Customer centricity Management Contact Center 83

TechSee

SEPTEMBER 29, 2020

Self-service options include informative hold messages, a robust FAQ section on the company website, and conversational AI assistants. A recent study on this topic found that customer satisfaction (CSAT) ratings are 35-45% lower for customers who must make a second call about the same issue. This starts from the first day on the job.

Call Center 196

Call Center Self service Gamification Contact Center 196

Totango

NOVEMBER 27, 2023

Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. Business reviews: Lean into virtual advantages Virtual business reviews (VBRs) are a great tool for supporting digital CS.

Enterprise 103

Enterprise Best practices Marketing Sales 103

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources. Self-Service is Now a Standard Expectation Today’s customers are more resourceful than ever.

Self service 142

Self service Contact Center Chatbots Consulting 142