18 Sep
When Should A Chatbot Initiate A Human Handoff?
When Should A Chatbot Initiate A Human Handoff? While chatbots today are becoming intelligent enough to address several simple and complex queries of users, there will always be situations where a conversation needs a human touch and should be handed
11 Sep
How Different CPG Companies Are Using Chatbots To Drive Customer Experience
How Different CPG Companies Are Using Chatbots To Drive Customer Experience The importance of personalized customer experience in the CPG (Consumer Packaged Goods) industry cannot be overstated. However, this is easier said than done. The sheer scale of engaging personally
04 Sep
How Agent Assist Bots Help Improve Customer Service Productivity
How Agent Assist Bots Help Improve Customer Service Productivity Customer service agents not only have to resolve customer queries accurately but also need to do that in the least amount of time. Average Handling Time (AHT), therefore, is one of
13 Apr
How Dynamics 365 Virtual Agents Can Supercharge Your Customer Service
How Dynamics 365 Virtual Agents Can Supercharge Your Customer Service Delivering positive customer experiences has become critical for organizations to drive engagement, purchases, loyalty and retention. To this end, many enterprise leaders have deployed AI customer service technologies like chatbots
16 Mar
How Chatbots Are Helping The Fight Against The COVID-19 Crisis
How Chatbots Are Helping The Fight Against The COVID-19 Crisis As the impacts of the pandemic deepen and governments continue to enforce social quarantine to “flatten the curve”, it is innovative technologies like chatbots that are coming to the rescue.
10 May
7 Ways To Improve FCR At Your Contact Center
7 Ways To Improve FCR At Your Contact Center First Call Resolution (FCR) is an indispensable metric for contact centres to measure and improve. Research conducted by Ascent Group suggests that 60% of companies measuring FCR for a year or