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Investing in Conversational AI technology and putting it at the forefront of the contact center can optimize labor and improve customer experience while providing a strong foundation for future business goals.
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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.
What is omnichannel, and why is it so important? How does it differ from multichannel or cross-channel? Watch this short video with Priyanka Tiwari, Senior Product Marketing Manager, to learn the answers to these questions and more.
We’ve talked a lot about omnichannel — what it is, how it differs from multichannel or cross-channel solutions, and how to tell if a solution is ‘true omnichannel’ or just hype. But from a company’s perspective, why is this so important, and what are the major reasons to invest in omnichannel? As many organizations look for new ways to integrate technology to improve processes or customer care, this is an important question to answer.
Omnichannel is an increasingly popular buzzword in the customer care industry. There are many vendors that claim to offer omnichannel solutions — but what does this really mean? In this short video, we sat down with Priyanka Tiwari, Senior Product Marketing Manager, to find out exactly what you need to know about omnichannel to make informed decisions.
There are many who would say that Natural Language Processing is experiencing something of a revolution right now. Across various industries, a number of advances — including new machine learning technologies — are coming out that support further advancement of existing artificial intelligence technologies. But what is Natural Language Processing, and what is its potential impact on the customer care industry?
Your customer experience is important. It sets you apart from your competitors, affects your ability to retain customers, and impacts your bottom line. But understanding the customer experience can be challenging. What is it like for a customer who interacts with your customer service technology?
Over the past few months, virtual assistants have quickly become a topic of conversation for C-level executives, engineers and brand managers alike. While the first generation of these chatbots — or whatever form the assistant took — may have frustrated consumers and pained marketers, they’ve more recently become a growing aspect of a brand’s customer experience.
Over the last few years, the word ‘omnichannel’ has been used (and overused) to describe a utopia of marketing and customer care. We all have heard and read about how an omnichannel approach solves all customer care issues and allows brands to prove their customer obsession. Then why do brands still pursue a better approach?
We’ve talked a lot at Interactions about exactly what chatbots are, and perhaps even more importantly, what they aren’t. As customers continue to put pressure on brands to deliver consistent, omnichannel experiences across customer care channels, automated customer care technologies like chatbots continue to gain popularity.
