Conversational AI evolved from being just a touchpoint tool to a personal assistant that leverages cognitive resources (like ML, NLP, and analytics) to play many roles across your CX strategy. The same chatbot that provides information to a prospect can also ensure a smooth onboarding experience at later stages. It…
You must be familiar with the phrase “change is the only constant in the world.” But when it comes to enterprises, there is another constant: data retrieval systems. Enterprise information retrieval systems came into existence even before the internet did. However, it was the rise of web search engines that…
Imagine this. The big day has finally arrived! After working incredibly hard for years, building trust and expertise, you have been assigned the herculean task of rolling out a large-scale training program for the entire workforce. The stakes are high, and so is the budget. You have already labored for…
As per McKinsey Global Institute, as many as 375 million workers — or 14 percent of the global workforce — would have to switch occupations or acquire new skills by 2030 because of automation and artificial intelligence. We cannot emphasize enough the importance of employee and customer training. If you…
Aaaand, we’re back! Another scintillating release, Colubridae ‘21, has just landed. ? You asked—and we delivered! There are also a few things that you didn’t really ask for, but we threw ‘em in any way! Why? Because keeping our customers happy is quite high on our to-do list. That makes…
“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…
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