For decades, call centers have relied on cutting-edge technology, from first-generation call-routing systems that routed customers to the first available agents to interactive voice response (IVR) systems that millions of customers still use today. Table of Contents However, very little...

Artificial intelligence (AI) has become part of our lives. From self-driving cars to smartwatches, AI has made incredible progress in the last few years. This is good news for businesses because AI-powered solutions can help solve some of the most challenging problems...

Artificial intelligence (AI) is revolutionizing many industries as we speak. In the manufacturing sector, where the competition for profitability is tougher than ever, AI has the potential to create new business efficiencies and reduce costs overall. Table of Contents In...

The right customer service automation or chatbot support approach can be the cornerstone of a long-term customer satisfaction, retention, and growth strategy. The wrong strategy is a big waste of money that could harm your relationship with customers. Table of...

The office environment we had for the last 20 or so years worked very well. Unfortunately, COVID-19 has fundamentally changed the way we’re able to bring people together, leading to a mass exodus from the physical workplace. Table of Contents...

Chatbots are a cost-effective way to deflect customer service calls, eliminate traditional online navigational concerns, or even create a digital personal assistant that can schedule, locate data, and check in with colleagues faster than a human professional. Table of Contents...

Over the last two years, chatbots have exploded as a ROI-minded strategy for customer engagement and service. Given the new challenges and realities of COVID-19, chatbots and AI should be a major area of strategic investment for service-oriented businesses across the board....