“Gartner suggests that NLP and conversational analytics will boost analytics and business intelligence adoption from 35% of employees to over 50% by 2021.” Natural language processing (NLP) is a fast-emerging technology, and every organization is in a race to get the most out of it. From intelligent chatbots to voice…
You’ll find a lot of people who don’t believe in the magical power of chatbots. Pretty sure that they must’ve been stung by a chatbot’s out-of-context and wrong responses. But times have changed. Unsupervised and adaptive learning-based chatbots have risen and are making noise. The reason behind the comeback of…
If your organizational knowledge isn’t optimized for search intent, there’s a good chance that it might never see the light of day. I know it’s a big bolt out of the blue. But this is something that often slips under the noses and adversely impacts customer and employee experience. Before…
Knowledge is power. This adage especially holds ground for support teams. Agents can deliver value from the get-go only if they have access to customer insights and relevant help content. This is where Knowledge-Centered Service (KCS) comes into play. Evolving the available information into organizational knowledge that is useful, reusable,…
“Gartner predicts that by 2022, 70% of customer interactions will involve AI-emerging technologies such as machine learning (ML) applications, chatbots and mobile messaging, up from 15% in 2018.” Artificial Intelligence is no longer an idea of the future – it’s a reality! Many leaders are coming to grips with finding…
Inconsistent response times can lure your customers away. By embedding cognitive technology, you can propel intelligent swarming that can do wonders for your organization. Why is the tiered support model becoming obsolete? How the collective power of intelligent swarming is revolutionizing the customer support model? How cognitive technology is empowering…
Whether you’re just getting started or featured in Forbes’ ‘World’s Most Valuable Brands,’ your ultimate goal is to make your customers happy. And the best way to do that is by making their experience with your product butter-smooth. This goal becomes more achievable if your customer support & product teams…
“If your retention is poor then nothing else matters.” – Brian Balfour There is no denying that the ground rule of business success is inherently intertwined with customer success. Effective sales are no longer just about ‘one and done’ transactions now, but are more about adding value in every step…
Customer experience is among the most influential drivers of successful businesses — one bad experience, and you’ll surely drive customers away. PwC surveyed 15,000 consumers and discovered that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company…
Customer support is reigning supreme again, thanks to advances in technology and user expectations. It has become a critical driver of an organization’s credibility, customer loyalty, and customer satisfaction. While companies have been applauded for delivering stellar support, many are relentlessly chastised for delivering outmoded reactive support. According to the…
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