Having proven their mettle and efficacy on the customer front lines, [IVAs] are quickly graduating to a manager role in the organization.

This ability to be wherever a customer’s journey starts or ends gives KM solutions the unique ability to fulfill the true holy grail for customer experience-savvy organizations: increasing...

If removing friction from the customer journey is your goal, then it’s time to consider using intelligent automation.

Now we are on the cusp of great change with what technology can do for self-service, and it’s not just the same old thing.

Modern consumers want to self-service if they can do so in an efficient and effective manner.

Understanding the nuances of the customer contact will help determine the best interactions for voice-assisted help.

Remember that AI is not going to just run on its own. You need people involved for the “human-assisted learning” to determine how to act on the insights and opportunities the system discovers.

There’s one final key to making self-service successful: trust.

Chatbots work best when the user has a clear idea of a question in mind, and that is usually the case in customer service.

There are some tasks that automated processes will never be able to accomplish with the same results or general efficiency as a human being.

Integrating AI into daily call center business operations has the potential to reshape the workplace and provide unimaginable opportunities for growth.

While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still isn’t there and probably won’t be anytime soon.

Find areas of opportunity to decrease customer effort or automate mundane tasks for your customers.

Anyone can copy your software, but it’s very hard to copy your hiring and training strategy, and your culture. Those are the two fundamentals that have set us up for success.

There is a massive focus in the industry to try to push customers toward digital, not just to reduce costs, but because customers are asking to have those channels available.