A Conversation About Conversational AI
Alexa, Black Friday, and boiled tea(?) – A chat with an expert. I had the opportunity to sit down with Sarah Reitsma, Director of UI at Waterfield Technologies, to discuss conversational AI in the contact center and how it is helping industries of all sizes and types provide better user experiences, streamline processes, and meet […]
3 Real-World Examples Of Contact Center AI
The customer experience can make or break your business. A positive experience will go a long way toward keeping customers satisfied and loyal. A poor experience, however, can damage your brand beyond repair. (Unsatisfied customers will share their opinions with anyone who will listen!) When a customer reaches out to your organization they expect to […]
Conversational AI for Everyone: Conversational Design Beyond Jargon
In our human history, there are benchmarks that heralded our difference from many other creatures on this planet. Some of these benchmarks include discovering cooking and herbal medicine, forging iron, copper, and steel, or shifting from foraging to agriculture. Even before all of these, at some point, we began to talk and communicate in layered […]
Voice and AI Chatbots: Using Intents and Entities in questions
When starting out building AI-driven solutions, including IBM Watson, Google Dialogflow, Amazon Lex, or others, the discussion always starts out with “Intents and Entities”. Not overly difficult, there are lots of descriptions out there on how these things are different. Intents are verbs, Entities are nouns, is the simplest and most common definition. This all […]
Common Voice and Chat Script Problems – Part 2
In the first part of our blog, Common Voice and Chat Script Problems, we began to discuss some simple tips to improve customer experience during voice and chat interactions. Steps such as adjusting tone, simplifying prompt complexity, or rearranging them altogether can transform the entire customer experience. Remember, a good experience positively impacts your brand […]
Common Voice and Chat Script Problems – Part 1
Contact centers are complex and delivering quality voice and chat interactions is among one of the most challenging initiatives out there. But that doesn’t mean there aren’t some relatively simple enhancements every company can make to improve performance. What is one of the most effective? Implementing script best practices to your voice and digital channels […]
Implementing AI to Address a Global Pandemic
The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to obtain a cost-efficient and intelligent way to address their customers’ most pressing issues. AI solutions are fueling traditional self-service approaches […]
Three Must-haves for AI in the Contact Center
By implementing best practices for conversational AI, you’ll enable your contact center to increase sales, decrease time to resolution, and provide the best customer experiences possible.
Taking a Platform Approach to Conversational AI Brings Simplicity and Speed to Digital Transformation
The current, global challenges in managing the COVID-19 pandemic has forced many customer care organizations to transition to a remote workforce while, at the same time, experiencing significant increases in call volumes. While these challenges are immense, they do offer a singular opportunity for conversational AI to shine. Conversational AI allows major brands and enterprises […]
Google Dialogflow – Capturing Numbers with Voice
Google’s Dialogflow environment is a great place to build natural-language understanding applications that automate both text-based (chatbot) and voice-based interactions. All of the voice-enabled AI environments in wide use today (Google’s Dialogflow, IBM’s Watson Assistant and Amazon’s Lex are the big 3) enable voice communications by going through a 3-step process, where spoken input is […]
Contact Center Self Service and the Customer Experience
Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business. AI fueled self-service options help to improve internal productivity, the customer experience and cost efficiency. Savvy companies are looking inward to find the best instances where automation is feasible. The customer benefits from self-service […]
Four Steps to Applied AI
Recent experience has taught me that perceptions of applied AI in the contact center generally fall into two categories. There is the “magic bullet” camp that perceives AI as the glorious solution to all problems that have ever existed, and there are the “healthy skeptics” that believe that AI is too expensive, out of reach, […]
