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voice and digital ebook

eBook

To Text or To Talk?

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Read our ebook to understand customer care preferences for voice and digital channels.

customer experience trends slide

Webinar

Modern Contact Center Strategy with TXU Energy and Westar Energy

Utility customers want to have their customer care issues resolved quickly and easily, but traditional automated systems limit customers to a specific path. Listen to this on-demand webinar and hear leaders from TXU Energy and Westar Energy discuss their decision to switch to an Intelligent Virtual Assistant.

benefits of conversational AI

Blog

3 Revenue-Driving Benefits of Conversational AI

Recent research shows that customers prefer to interact with conversational AI. While this information is interesting, it’s important to note that there are actual revenue-driving benefits of conversational AI.

Blog

The AI Creep-O-Meter

While the future of AI doesn’t consist of robots ruling the world, we admit that sometimes AI can be a bit, well...creepy. We conducted a survey with The Harris Poll to learn just how much creepiness Americans are willing to tolerate from AI, and where the line is drawn.

eBook

Creepin' it Real

While artificial intelligence is changing our world in ways we never thought possible, but it also has somewhat of a creepy reputation. Many companies struggle to find the line between what consumers find creepy and what they find helpful, which makes it hard to implement AI in a beneficial way.

Blog

AI on the Creepiness Scale: Real Life Stories

While robots aren’t about to take over the world, it sometimes feels like big brother is watching over us in the shape of a round plastic object named Alexa or Google. We asked consumers to weigh in: what’s the creepiest encounter you’ve ever had with AI?

eBook

Artificial Intelligence and the Customer Experience

There’s no denying that artificial intelligence (AI) is popping up everywhere in consumers’ daily lives. You can’t turn on the news, listen to your favorite podcast or read an article without hearing about the latest and greatest development in AI. But for many businesses, AI is more than hype—it’s an important part of how they do business and connect with their customers.

Blog

When emotions run high, the “cooler head” may be made of silicone

I admit it. I can be pretty impatient at times, so the other day when my son came downstairs to find me yelling at my computer with the remote in my hand, he wasn’t entirely surprised. But it was still a humbling moment.

Blog

AI and the Customer Experience: 3 Situations Where Customers Prefer AI

These days, you can't turn on the news, listen to your favorite podcast or read an article without hearing about the latest and greatest developments in AI. But for many businesses, AI is more than hype -- it’s an important part of how they do business and connect with their customers. And in the world of customer care, getting AI right is a challenge many businesses will deal with for years to come.