By the end of the day today, consumers in the United States will have made over 40 million payments – to their utility company, to their insurance provider, at their local pharmacy, their bank, their supermarket, and more. Furthermore, research indicates that over 50% of consumers have made a payment over the phone with a live agent.
What is an ideal customer experience? For me, it is natural, frictionless and productive; regardless of the brand I’m dealing with, the time of the day, or the channel I use. Now think about the different channels you use to interact with a brand – it could be the website, the mobile application or the trusty phone call to customer service.
It’s that time of year again — when customers are rushing left and right to their favorite retailers (in-store and online) to start or finish up holiday shopping. Black Friday, Cyber Monday, and the Holiday season are officially here — and while that can mean great things for businesses, it’s often a stressful and frustrating time of year for consumers.
Intelligent Virtual Assistants (IVAs) are typically used by enterprise businesses to effectively communicate with their customer base and provide highly functional self-service. With IVAs, customers receive both a personal and human experience. They can speak in their own words and be understood, regardless of accent and background noises, across all channels.
It’s no surprise that your business or brand’s reputation is critical. For better or for worse, in person or online, customers talk. And no matter how fantastic your company, agency, or the experience is once a customer steps through the front door, in many cases your reputation could be all that a potential customer has to work with before they decide to do business with you.
It is impossible to ignore chatbots if you are even remotely following the customer care industry. They seem to be everywhere. Some tech publications even called 2016 ‘the year of chatbots’ and 2017 ‘the year when chatbots will actually make customers more productive.
Whether we realize it or not, we encounter machine learning on a daily basis. Aside from in our day-to-day lives, industries from retail to government and more are depending on machine learning to get things done. Below is a short list of how different industries are utilizing machine learning.