Did you know that a mere 21% of customers believe that corporations are doing enough to safeguard their data? This shows how trust in data security wavers. Further, the rapid adoption of generative AI language models across organizations worldwide has only added to the distrust. The solution to this problem…
McKinsey estimated that applying generative AI to customer care functions could increase productivity at a value ranging from 30 to 45 percent of current function costs. In the dynamic landscape of customer support, staying ahead of the curve is not merely a strategic advantage—it's a necessity. The pulse of customer…
In today's competitive business landscape, it is more important than ever to provide an exceptional customer experience (CX). As we stand on the brink of 2024, it's crucial to recognize that customer expectations and preferences are changing at an unprecedented pace, driven by technological advancements and shifting societal values. But…
In the vast expanse of the internet, a virtual cityscape thrives, where people from all corners of the world converge to connect, share, and engage. Online and customer communities have become the beating heart of this digital realm, serving as platforms where like-minded individuals and diverse voices find a common…
Customer service is a relentless battlefield where every day brings forth new challenges. Despite your best efforts, mistakes, miscommunication, and unmet expectations can lead to customer escalations, which are not only stressful but also expensive. According to TSB, customer escalations can dent your budget, with an average expenditure ranging from…
Imagine a potential customer lands on your website and is met with a lackluster, almost begrudging greeting from a chatbot. It asks if it can be of any help, and when the customer requests the product catalog, it falters, unable to provide a satisfactory response. In stark contrast, your competitor…
When attending webinars or conferences, my default approach is usually to filter the information through the lens of clients and prospects. How can I use what I’ve learned to help other companies? This is my Consultant Brain hard at work, always in overdrive. Last week, however, TSIA World Envision defied…
Gartner anticipates that Artificial Intelligence (AI) will soon be a mainstream investment to enhance customer experiences. Approximately, 47% of organizations are planning to implement chatbots for customer care, and an additional 40% intend to deploy virtual assistants. From virtual assistants making their way into our daily lives to bots transforming…
In a world increasingly driven by data and automation, Large Language Models (LLMs) have emerged as powerful tools with the potential to transform businesses across various sectors. OpenAITM ChatGPT and Anthropic’s Claude stand as prominent examples, endowed with the ability to generate human-like text and transform natural language processing (NLP).…
Imagine this: A support agent successfully solves a brand-new problem and proactively documents the solution in a knowledge article with the simple intent of ensuring that if a similar case rears its head again, the knowledge required for resolution is a mere click away. But here's the twist: what if…
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