As a Director of Product Marketing, Priyanka is responsible for messaging, positioning and go-to-market strategy for Interactions Intelligent Virtual Assistant. Priyanka specializes in product and content marketing and, bringing enterprise software products to market. Before joining Interactions, Priyanka led product marketing for IT operations tools at SmartBear Software. Prior to that, she worked on cloud data storage systems as a Software Engineer at EMC Corp. Priyanka holds a Bachelors of Engineering in Electronics from Mumbai University and an MBA from Babson College.
During sudden emergencies, such as the Coronavirus pandemic, contact centers may experience unprecedented call spikes, and possibly with a shortage of live agents. Without time to properly implement a plan, these situations can put great strain on contact center resources and result in poor customer experience. We've put together a list of 4 ways that contact centers can still maintain customer service excellence to all customers who need support, despite high call volumes.
There has been tremendous leaps in Conversational AI advancements in the past few years, but it's still far away from being self sufficient. Which begs the question: with such advanced technology, why does AI still need humans? Learn why, and where, human assist is needed with Conversational AI in this blog.
Learn about how our Guest Experience Platform can transform restaurants with Conversational AI technology. Addressing the four key components-- guest care, digital ordering, social media monitoring, and Kitchen AI-- GXP will take guest experience to the next level.
With the advancements in speech recognition, natural language processing (NLP) and dialog management, AI can have human-like conversations with customers and take over typical customer service tasks. Let's look at some of the top reasons why an AI-powered digital employee can be your best hire in 2019.
When it comes to implementing a conversation AI solution to fuel the customer care strategy, companies are challenged with the good old ‘Buy, build or partner’ problem. The ‘why’ is almost always clear, but the ‘how’ not so much. Companies need to answer questions such as - Do we have the right AI-talent in house? If not, can we hire the right people? Do we have an AI strategy? How does a conversational AI solution fit into that? Is it related to our core competency?
As the providers of conversational customer care solutions, we sit at the cross-section of contact center executives, customer experience mavens, and the end customers. From our experience, call deflection helps improve customer experience when it follows 3 rules. Read our blog to find out what they are.
Empathy maps describe what a customer goes through as he/she is trying to complete a task, in a product or brand agnostic way. In other words, empathy maps allow you to take a step back from your product and paint a picture of a typical customer’s experience -- their needs, expectations, goal, hurdles and behavior as they try to overcome those hurdles.
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?