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…
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…
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…
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….
A recent Forrester research study pointed out that organizations leading in customer experience outshined laggards by a significant margin in terms of compound average revenue growth. Geofencing can play a vital role here, creating opportunities for organizations to expand relationships with customers and create a more valuable service experience. Geofences are virtual geographical fences set…
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…
The simple act of returning products, parts and subcomponents back into inventory involves multiple steps and business entities—from the customer to your service organization, supply chain, receiving departments, subcontractors and even a repair depot operation. Not all software has the functionality to effectively manage reverse logistics which risks potential lost revenue, missed service-level agreements and…
Field service management (FSM) is beginning to get a lot of attention and it’s easy to see why. Intelligently managing asset lifecycles, optimizing all processes and touch points, and delivering flawless customer service is a fundamental part of a company’s digital and business transformation strategy–plus having the ability to unlock new revenue streams. The growth…
Last week I joined the IFS team as Field Service Evangelist and Director of Service Management Business Development. For those of you reading this that aren’t familiar with my background, I’ve spent the past decade as the Editor in Chief of Field Technologies. I developed Field Technologies to provide guidance for service organizations on how…
A recent study conducted by WBR indicates that the service industry is at an inflection point. Over the next 24 months, technology will drive digital transformation in many companies striving to improve and predict revenue streams while also improving operational efficiency. shows that nearly three quarters of respondents provide service on equipment that is sensor-enabled….
