Rising customer expectations have propelled the use of the latest technology for better customer service. Artificial intelligence in support interactions is one such latest tech trend that has taken businesses by storm. Gartner says that by 2021, 15% of all customer service interactions will be completely handled by AI, an…
We’re proud to introduce the latest release of SearchUnify - Mamba ‘20. It ushers in a bucketload of interesting additions along with functional and cosmetic enhancements that aim to build on the solution’s capability and user experience. Our goal is to develop a unified tech stack that helps power digital…
Last week was an absolute delight as I got the opportunity (at TSW Las Vegas 2019) to share my insights on cognitive search & its role in digitally transforming enterprises. It was a privilege to share the stage with Leo Daley, Community Director, Kronos. Kronos is a leading provider of…
The support industry is on the cusp of a massive technological revolution. Businesses are adopting the latest AI-fueled technologies to power exceptional interactions. By 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017 (Source). Hence, it makes sense for businesses…
It’s no secret that businesses are continuously trying to win on the customer experience battlefield with smarter service. And you already have everything in place to make it happen. Let’s see: Contact center ✅ Well-trained support staff ✅ ✅ Cognitive technology ❓? Did you not check the third option? Uh-oh.…
According to a 2019 report by TSIA, as much as 52% of its members, which include both small and large service organizations in the tech sector, have already adopted intelligent search to provide better support and the remaining lot is planning to invest in it in the next year. The…
Gone are the days when keeping the customers happy was the sole purpose of contact centers. If prolonged success is what a brand desires, then it needs to ensure that the service representatives are content, productive, and well-informed. Agent turnover has been one of the biggest challenges faced by organizations…
The best way to ensure loyal customers is by keeping them delighted. Having said that, it can’t be ignored that customer expectations have changed over the years. So if you want to win customer loyalty, you need to be aware of what customers look for in a brand. To help…
91% of disgruntled customers that don't complain simply leave. And 76% of customers opine that it is now easier than ever to take their business elsewhere. These statistics only prove how customer experience has turned into the latest battlefield for businesses. With 97% of customers having a "very good" or…
By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. - Gartner You’ve probably set up one or more self-service channels - an online community, or virtual assistants. If you haven’t, it’s time! Having said that, self-service works wonders only if done right.…
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