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?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

CSM Magazine

JUNE 1, 2023

Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. Everyone is chatting about ChatGPT these days because it’s one of tech’s most intriguing new developments. However, the fear, uncertainty and doubt about ChatGPT is rampant. The latest AI isn’t a tech fad that will pass.

Customer Service 105

Customer Service Chatbots Surveys Technology 105

The Northridge Group

MAY 2, 2023

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? Q: What are the key features of ChatGPT based on GPT-4?

Contact Center 67

Contact Center B2C Chatbots B2B 67

Comm100

FEBRUARY 13, 2023

The release of ChatGPT has kicked off an AI battle among the tech giants, and public experimentation has already turned up some incredible applications for ChatGPT. While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT.

Management 82

Management Education Chatbots Technology 82

JivoChat

APRIL 12, 2023

Do you know how to use ChatGPT? Developed by the Open AI company, ChatGPT has caught the attention of several companies and millions of people around the world. ChatGPT offers many features and can be used for different tasks. What Is ChatGPT ChatGPT is a natural language AI chatbot.

Chatbots 75

Chatbots Personalization Customer Support Technology 75

Inbenta

DECEMBER 21, 2023

Generative AI has caught the attention of consumers and businesses the world over. Many see Generative AI as a revolutionary new way to create novel content, speed up content development timelines, and act as a sorting tool capable of surfacing answers instantly. What is Generative AI?

Chatbots 52

Chatbots Scripts Enterprise Engineering 52

TechSee

MARCH 28, 2023

A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? We were joined by two of our senior technology experts, Hagai Ben Avi, VP of Integrated Solutions) and Renan Schilman, (VP of R&D). Is Generative AI practical? Is Generative AI practical? Is it practical?

Chatbots 109

Chatbots Enterprise Interactive Voice Response Technology 109

Inbenta

OCTOBER 30, 2023

Generative AI has caught the attention of consumers and businesses the world over. Many see Generative AI as a revolutionary new way to create novel content, speed up content development timelines, and act as a sorting tool capable of surfacing answers instantly. What is Generative AI?

Chatbots 52

Chatbots Scripts Enterprise Engineering 52

24-7 InTouch

APRIL 26, 2023

Join our EVP of Global Innovation & Product Strategy, Paula Kennedy Garcia, and CEO of Laivly, Jeff Fettes, for an energizing discourse on how generative AI is amplifying the way we do business, and how you can incorporate it into your customer experience (CX) strategies.

Customer Experience 52

Customer Experience Personalization Technology 52

VirtualPBX

MAY 17, 2023

In today’s fast-paced world, businesses are increasingly turning to automated solutions to streamline their support processes. One such solution is harnessing the power of ChatGPT for auto reply messages. The post Enhancing Customer Support: Harnessing ChatGPT for Auto Reply Messages appeared first on VirtualPBX.

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Customer Support Best practices CRM Consulting 98

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 enables AI to make very high-speed translations with very little effort.

Technology 75

Technology Personalization 75

ShepHyken

MAY 15, 2023

Can AI Deliver A Customer Experience Like A Grandmother Would? by Chip Bell (Forbes) But can AI ever replace “grandmother service” — the wholesome, genuine connection that builds loyalty, not just efficiently performs a service? Here are three features of #”grandmother service” beyond the capacity of AI.

Customer Service 162

Customer Service Self service Customer Experience Surveys 162

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. What is particularly striking about ChatGPT is that it took just five days to reach one million signed-up users, and it’s estimated that figure may already be over two million.

Chatbots 52

Chatbots Contact Center CRM Enterprise 52

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Feedback 83

Feedback Consulting Consulting Enterprise 83

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.

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Contact Center Customer Experience Chatbots Customer Care 62

Creative Virtual

NOVEMBER 13, 2023

by Chris Ezekiel, CEO and Founder It’s a year since ChatGPT exploded into the mainstream, grabbing headlines worldwide and bringing AI into mass consciousness. As a conversational AI company, we have been tracking and testing Artificial Intelligence (AI) models, of which there are many, for over three years.

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Government Technology Sales Customer Experience 52

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 78

Technology Customer Experience APIs Consulting 78

Taylor Reach Group

SEPTEMBER 6, 2023

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. Conversational AI has brought the industry one step closer to achieving this goal.

Contact Center 65

Contact Center Interactive Voice Response Self service Chatbots 65

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.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

AWS Machine Learning

DECEMBER 12, 2023

The launch of ChatGPT and rise in popularity of generative AI have captured the imagination of customers who are curious about how they can use this technology to create new products and services on AWS, such as enterprise chatbots, which are more conversational. Optionally, deploy the application using AWS Amplify.

Chatbots 99

Chatbots Enterprise APIs Best practices 99

CSM Magazine

APRIL 6, 2023

Tenured AI and ML research and innovation teams continue to develop offerings that reinforce agents’ value as brand guardians. Calabrio , the workforce performance company, announced the integration of Calabrio ONE with advanced AI (artificial intelligence) systems from OpenAI, a leading AI research and deployment company.

Contact Center 52

Contact Center Morale Analytics Customer centricity 52

CSM Magazine

FEBRUARY 6, 2023

Generative AI tools – such as ChatGPT – have captured the minds of everyone across the technology spectrum and beyond. Its capability has come to the fore in recent months thanks to the impact that ChatGPT – a Large Language Model developed by OpenAI – has had on the world.

Customer Service 52

Customer Service Technology Customer Experience 52

Calltools

APRIL 3, 2024

Currently, some of the most important strategies for improving CX include: Virtual Assistants Virtual assistants use artificial intelligence (AI) to understand and process customer requests. With reliable generative AI helping customers, you can handle more calls quickly to keep hold times low.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

VirtualPBX

AUGUST 24, 2023

This article explores key trends driving the future of VoIP, including the integration of AI and chatbots, the evolution of video conferencing, and the game-changing impact of 5G technology. AI and chatbots integrated into VoIP enhance user experiences and simplify communication. AI-driven systems can help craft call routing flows.

voip 94

voip Chatbots Healthcare Customer centricity 94

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. These AI-powered tools can handle a large number of customer interactions simultaneously, providing quick and accurate responses to common queries.

Chatbots 52

Chatbots Feedback Wait times Customer Service 52

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

Fonolo

NOVEMBER 16, 2023

And call centers are quickly getting onboard, with as many as 75% of contact centers currently using chat solutions to boost productivity. But not all bots are created equally.

Interactive Voice Response 75

Interactive Voice Response Chatbots Self service Contact Center 75

CSM Magazine

MARCH 22, 2023

Over the last few weeks, we’ve seen an incredible amount of interest in ChatGPT, the Large Language Model developed by OpenAI. Phil Jordan, AI & Automation Specialist at Sabio Group, investigates. Analyst firm Gartner, for example, estimates that the Generative AI sector has already attracted over $1.7

Engineering 52

Engineering Chatbots CRM Customer Service 52

DMG Consulting

JULY 6, 2023

Generative AI Shakes Up the CX Market We’re all hearing about ChatGPT, GPT-4, Bard, Copy.ai, DALL-E, Rytr, and other generative AI technologies. According to the hype, solutions enabled by generative AI are either going to make the world a better place or replace the need for human employees.

Marketing 48

Marketing Government Consulting Consulting 48

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 116

Customer Experience Analytics Technology Average Handle Time 116

Hello Customer

JUNE 21, 2023

Artificial Intelligence (AI) can help organizations answer that question. Why you need AI: tomato soup with meatballs There’s quite a famous analogy between AI and tomato soup with meatballs. The same goes for AI. It all starts with data: Data mesh principle AI is more than just machine learning and algorithms.

Customer Experience 52

Customer Experience Engineering Feedback Finance 52

24-7 InTouch

APRIL 12, 2023

WINNIPEG, MB – APRIL 12, 2023 – IntouchCX, a global leader in contact center and technology solutions, has been named a winner in the 2023 Excellence in Customer Service Awards by Business Intelligence Group. IntouchCX received the award in the Technology of the Year category for its Generative AI solution.

Technology 52

Technology Customer Service outsourcing Consulting 52

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Any innovation can have its technical challenges, solutions, and implementation headaches.

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

Expivia

AUGUST 4, 2023

We want to show you how we are automating QA in our contact center with AI. We have traditionally relied on manual methods or third-party solutions to assess these interactions. However, the emergence of AI has opened a new, more cost-effective avenue and exciting route that we decided to explore.

APIs 52

APIs Contact Center Call Center CRM 52

Netomi

APRIL 25, 2023

In tech, the rise of Generative AI and launch of ChatGPT disrupted the industry overnight, accelerating digital transformation investments and the adoption of Conversational AI. A conversational AI solution must be adopted as part of the whole ecosystem. Learn more about the Netomi AI platform.

Chatbots 52

Chatbots Best practices Finance Education 52

AWS Machine Learning

DECEMBER 12, 2023

Their quick adoption is evident by the amount of time required to reach a 100 million users, which has gone from “4.5yrs by facebook” to an all-time low of mere “2 months by ChatGPT.” A generative pre-trained transformer (GPT) uses causal autoregressive updates to make prediction. Dr. Huan works on AI and Data Science.

Scripts 96

Scripts Engineering Big data Management 96

JustCall

AUGUST 7, 2023

Artificial Intelligence, or AI, as it is commonly known, is everywhere. AI tools like ChatGPT, Dall-E2, and Lumen5 are on the stakeholder’s agenda. Despite how actively businesses want to use custom AI solutions, they are still weary of its (possible) negative impact. But First, What is AI?

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Chatbots Enterprise Finance Government 52