Remove use-cases lead-generation
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Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

How we share information is affected by the medium that we use to communicate it. Professor Melumad published a paper last year that examines how the way we express ourselves in different types of user-generated content is affected by the device we use to write them. However, will that always be the case?

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Are Automation and AI the Same Thing in the Contact Center?

CCNG

These terms are thrown around and used interchangeably. There is stakeholder buy-in, budgeting, creating a business case, outlining ROI on the solution and so much more. Automation in contact centers refers to the use of technology to perform repetitive tasks without human intervention. This is an example of static data.

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AI IS DISRUPTING CX, WHAT DOES THAT MEAN FOR ME?

CCNG

The advent of AI, especially generative AI, has placed the CX world on the very brink of a revolution unlike anything else we have ever seen before… Well, except for process automation… Oh, and the internet… And the PABX… Oh wait, we have been here before! To use a sporting analogy, the best defense is a good offense. I THINK NOT.

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How Your Contact Center Can Utilize ChatGPT

CCNG

Generative AI, a subset of artificial intelligence (think ChatGPT) that focuses on creating new content, is emerging as the trend of 2023. In this article, we are going to dive into some of the many ways generative AI can make life a little easier while elevating the customer experience. Because you are.

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The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

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Slack delivers native and secure generative AI powered by Amazon SageMaker JumpStart

AWS Machine Learning

With the newly launched Slack AI —a trusted, native, generative artificial intelligence (AI) experience available directly in Slack—users can surface and prioritize information so they can find their focus and do their most productive work. None of your data is used to train the underlying models.

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People, Process & Technology and the Intersection of AI: Part 1

The Northridge Group

For a business consulting firm like The Northridge Group, we see AI as an opportunity for our clients to improve processes, elevate employee careers, and increase customer satisfaction that leads to long-term loyalty and higher ROI. Any idea what it takes to use it? Generative (Gen AI) Software that creates new content based on data.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.