Field Service Management 6 Launch

by   |    |   4 minutes  |  in Business Technology, Creativity & Innovation, Service, Strategy, Transform Your Business

At a conference earlier in Q4, I asked the 300+ attendees “are you happy with your service organization and delivery?” Not a single hand was raised. Service organizations around the world know they are lacking key capabilities that would enable them to take their businesses to the next level. They may have first-time fix and…

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Retail Service Experience

by   |    |   3 minutes  |  in Customer Engagement, Service

One of the greatest stumbling blocks for organizations is the transition from an AI-based interaction to live agent assistance. When done poorly, the effects ripple across both the customer and agent experience.  But when the right balance is achieved, and the two systems work in harmony, both the agent and customer experience are elevated. It’s…

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retail customer experience

by   |    |   3 minutes  |  in Customer Engagement, Service

One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of your self-service offerings. A common mistake among AI implementations is a lack of review in existing self-service systems and a thoughtful plan for where artificial intelligence is the best solution. Without proper planning, reporting and…

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Artificial Intelligence within customer service

by   |    |   3 minutes  |  in Customer Engagement, Service

Artificial intelligence has the potential to transform the contact center industry. Much of the conversation has centered on chatbots or virtual assistants that respond to text and speech, but this is just one aspect of the wide-ranging, permanent effect that machine learning combined with process automation will have on customer service. Machine learning algorithms learn…

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AI and agent-assisted service

by   |    |   3 minutes  |  in Customer Engagement, Service

While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organization should take great care to ensure that the use of AI is complementary to their existing customer experience and aligns with both the customer’s and agent’s expectations. For AI and robotics to work best, they should seamlessly blend with…

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Conversational AI

by   |    |   6 minutes  |  in Customer Engagement, Service

What happens when your contact center is ready to stop talking about chatbots or conversational AI and wants to move something into action? The potential for AI and virtual assistance is vast and inspiring to executives and service leaders but knowing where to begin and how to develop an effective strategy is illusive and paralyzing…

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AI success

by   |    |   3 minutes  |  in Customer Engagement, Service

When you ask customers what they want from their experiences with your organization, simplicity and ease top their list. Furthermore, they want to know that they can trust whomever is providing them with service.  For those reasons, customers may respond negatively when they realize that a machine, not a human, is providing them with service….

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Integrating AI

by   |    |   2 minutes  |  in Customer Engagement, Service

When adding artificial intelligence to your organization, the best first step is to create a plan for integrating AI and robotics into the omni-channel experience that you’ve already developed. It doesn’t mean that you need to change everything about the customer experience just because you’re implementing new capabilities. In fact, implementing robotics and artificial intelligence…

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